Complaints and Feedback Policy
What is a service request?
We follow the LGSCO’s definition of a service request as: ‘a request that the organisation provides or improves a service, fixes a problem or reconsiders a decision.’
Put simply, it’s when you ask us for something - like information, support, or a change to a service you use. Although you might tell us you’re unhappy during the process, we want to make sure you get the help you need and have the chance to sort out your concern before you need to complain.
Service requests aren’t covered by this Complaints & Feedback Policy, but we take them seriously. Every request is logged, monitored, and regularly reviewed so we can keep improving what we do for you.