Compliments & Complaints Annual Report 2024 to 2025

As referenced in last year’s annual report the LGSCO introduced a Complaint Handling Code to guide local councils on managing complaints effectively. The Code outlines best practices for resolving complaints fairly and consistently, emphasising communication, clear procedures, and service improvements. While not legally binding, local councils should adhere to it as non-compliance can lead to fault findings by the Ombudsman.

The Ombudsman aims to start integrating the Code into their processes

starting April 2026, although councils are encouraged to adopt the Code as soon as possible. Buckinghamshire Council is part of a pilot group of Unitary and Metropolitan Borough Councils.

The code mandates that organisations perform a self-assessment of their

complaint handling processes (refer to Appendix D) and submit the findings to the LGSCO each year. We continue to track performance and have a senior executive (Monitoring Officer) to supervise our complaint handling efficacy. Buckinghamshire Council generally adheres to most components of the new code. The areas currently under review are elaborated in the 'Next Steps, Actions' section.

In accordance with the Code, we will be led by the Member Responsible for Complaints to foster a positive complaint-handling culture. We report

annually to the Standards and General Purposes Committee. The Member is tasked with making sure that the governing body regularly receives information on complaints, offering insights into Buckinghamshire Council’s performance in this area. At a minimum, both the Member and the governing body should receive:

• regular updates on the volume, categories, and outcomes of complaints, alongside complaint handling performance
• regular reviews of issues and trends arising from complaint handling; and
• the annual complaints performance and service improvement report