Guide Complaints procedure

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3. What is a complaint

We define a complaint as:

An expression of dissatisfaction, however made, about the standard of service, actions or lack of actions by the authority, or those acting on our behalf, affecting an individual or a group of individuals.

A complaint could be in relation to any of the following examples:

  • We have made a mistake in the way we have provided a service.
  • There has been a delay in providing a service.
  • We have failed to deliver a service – this could relate to quality, standard or service level.
  • Our processes or policy have not been followed.
  • Our legal or regulatory requirements have not been met.
  • We have not delivered to a commitment or promise.
  • Our staff have been rude and unhelpful or not conducted themselves correctly.

This is not an exhaustive list.