Policy Complaints procedure

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17. Reporting and learning from complaints

We are committed to learning from complaints and using complaints information to drive efficiencies and service improvements.

 We will keep records on each complaint received including:

  • type of complaint
  • complaint outcome
  • timescales agreed
  • whether timescales were met
  • equality information about complainants

We will report to the council's senior management team and cabinet when a complaint identifies learning points for the future. We will also report annually on the numbers and types of complaints received, together with information on the complaint outcomes.