8. Who can make a complaint
Anyone who uses or is affected by our services can make a complaint:
- our residents
- people who work in or visit the district
- local businesses
- community groups
A complaint can also be made by:
- a representative acting on behalf of someone who is unable to make the complaint themselves because of physical or mental incapacity
- a representative where they have been asked to act on behalf of a customer
- a representative acting on behalf of someone who has died
For complaints made by a representative we have to comply with the following legal requirements:
- We must have written authority from the customer (or from their executor or administrator of their estate) to deal with the representative acting on their behalf (Data Protection requirements).
- We will only deal with a complaint made by a representative of someone because of physical or mental incapacity if we are satisfied that it is being pursued in the best interest of the customer.
- We will use the term mental incapacity as defined by the Mental Capacity Act 2005.