Complaints policy and procedure
Aims and objectives
2.1 This policy will deliver the following results:
2.1.1 Enable our customers to easily provide feedback about their experience
2.1.2 Ensure complaints are handled consistently, appropriately and effectively
2.1.3 Resolve customer concerns within the councils’ complaints process
2.1.4 Ensure that complaints are addressed and responded to in a timely manner
2.1.5 Remedy failures appropriately and proportionately
2.1.6 Learn from complaints and making improvement to services
2.1.7 Monitor the effectiveness of the complaints process