Decision details

This report presents a revised Corporate Complaints Procedure.

The current Corporate Complaints Procedure is a two-stage process, with formal complaints received by the Council being directed to the appropriate Head of Service at the first stage before being escalated, if necessary, to the Director.

The two-stage process has been reviewed in response to concerns that service areas are not being given the opportunity to resolve issues prior to a formal complaint being made.  A three-stage process is recommended, with the first stage directing the complaint to the Manager of the service area involved.

RESOLVED that the Executive agrees the revised Complaints Procedure as attached at Appendix A to the report.