Complaints and Feedback Policy

The following are excluded from the complaints process:

• Complaints made on behalf of another public body (for example, parish council, NHS Trust, government department). The complaints process is not an appropriate route to resolve disputes between public bodies. However, members of other public bodies may raise complaints in a personal capacity or on behalf of an individual or group of individuals.
• Complaints from local councillors or Members of Parliament (MPs) about issues of wider public interest. These matters are best addressed through local “member enquiry” processes. Local councillors and MPs may be signposted to the Ombudsman if the issue cannot be resolved to their satisfaction through the local “member enquiry” process.
• Anonymous complaints. It is not possible for us to consider the impact on the individual raising a complaint nor identify whether there are any conflicts of interest or other ongoing action such as appeals or court action if we do not know who the person is.

If we decide you are not someone who can complain, we will explain our reason in writing and signpost you to the Ombudsman.