Complaints handling policy

Owned by:	Sue Petzold
Created Date:	December 2017
Executive/Council approval date:
Date for review:	December 2018

Policy Statement
Waverley aims to give excellent service to all its customers and to put things right for the customer when problems arise. This document sets out Waverley’s approach to dealing with customers’ complaints, ensuring that complaints are investigated as quickly and efficiently as possible, and that we learn from past events to help improve services for the future.
Complaints handling policy

What is a complaint?

A complaint is an expression of dissatisfaction by a customer about one of our services that requires a response. This could be about:

A failure or delay in delivering a service

Providing a poor quality service

Concern about the attitude or behaviour of a member of our staff

A failure to follow Council policies or procedures

Concerns about alleged fraud or corruption

What is not a complaint?

This policy does not cover complaints about matters which are covered by a separate appeal or review procedure, for example:

Planning appeals

Benefit appeals

Council tax or business rates appeals

Councillor conduct complaints.

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Policy aims

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1. Improved customer service – at least with the process if not the outcome.

To be achieved by:

Putting things right for the customer promptly, and if possible putting them back to the position where they were before the problem arose.

Acknowledging fault where appropriate.

Dealing with customers’ complaints with as little delay as possible.

Demonstrating listening and empathy for the customer’s situation.

2. Continuous improvement in services – of benefit to customers as a whole and the organisation.

To be achieved by:

Learning from past events including mistakes, taking prompt action to put matters right.

Where appropriate, revising administrative processes so that services are provided more efficiently.

3. Making the best use of limited resources – of benefit to customers and the organisation.

To be achieved by:

Reducing the time spent in dealing with complaints, but ensuring a thorough investigation of the issues raised by the complainant.

Ensuring that all staff handling complaints have the appropriate training.

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Principles of Waverley’s complaints handling

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Providing an accessible and well-publicised complaints handling procedure

We will ensure that details of our complaints procedure are published on the Council’s website and are available in printed from for those customers who do not have access to the internet.

Ensuring that our complaints handling procedure is focused on the customer

We will be flexible in how complaints are received – by phone, letter, email, via the internet or in person.

We will treat all customers fairly and impartially but will fast-track urgent complaints where appropriate.

We will be sensitive to customers’ individual needs, empathising with the customer’s situation.

We will take an objective view of the issues being complained about, to get a clearer understanding of what has caused the complaint.

We will encourage staff to try to resolve complaints at the earliest opportunity, thereby benefiting the customer and organisation.

Providing clear and timely responses

We will give the customer clear timescales for acknowledging, investigating and responding to complaints, keeping the customer informed of any delays.

We will use plain English, addressing all the points raised and will explain why an expected outcome is not achievable.

Providing clear outcomes and where appropriate a remedy

We will acknowledge if we have been at fault, and will take prompt action to put matters right.

We will ensure that learning points are acted upon promptly, to achieve continuous service improvement.

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Complaints procedure

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The Council will publish a clear procedure for dealing with complaints from its customers, and for advising customers how they can take their complaint to the appropriate Ombudsman if necessary.

Author and feedback

The Council welcomes comments and feedback on its policies and procedures. Please contact the Corporate Complaints Officer if you have any comments.

Related Information

Other Related Council Policies/Information

Policy for dealing with unreasonably persistent complaints and unreasonable complainant behaviour.

Other Documents:

Local Government Ombudsman’s guidance on complaint handling.

Housing Ombudsman Service guidance on dispute resolution.