Complaints and Feedback Policy

The core principles and directives of the policy:

• Getting it right: we will respect confidentiality, and aim to resolve issues quickly and fairly
• Being customer focused: policy and procedures will be easily accessed and easy to follow for both staff and the public
• Being open and accountable: will be well publicised by all services to ensure maximum access,
• Acting fairly and proportionately: we base decisions on evidence and explain them clearly according to the LGSCO Complaint Handling Code.
• Putting things right: if we get something wrong, we will acknowledge this and set out how we intend to put things right
• Seeking continuous improvement: capture the lessons learnt to improve services.