Decision details
Decision status: Recommendations Approved
Is Key decision?: No
Is subject to call in?: Yes
Decision:
It was RESOLVED:-
1.1 The revised Joint Compliments, Comments and Complaints Policy be agreed.
1.2 Withdraw the need for customers who wish to complain to the Ombudsman having to request a stage 2 complaint, once the phased approach has been delivered.
1.3 That In consultation with the Council Leader and Cabinet member, minor amendments to the policy be delegated to the Senior Leadership Team.
Reason for Decision: To improve the Joint Corporate Comments, Compliments and Complaints Policy so that the customer is at the heart of the process with complaints being dealt with effectively leading to more customers being satisfied at all stages of the process for the investigation of their complaints.
Alternative Options Considered and Rejected: To retain the existing policy.
Any Declarations of Interest declared: None
Any Dispensation Granted: None
Publication date: 10/08/2018
Date of decision: 09/08/2018
Decided at meeting: 09/08/2018 - Babergh Cabinet
Effective from: 18/08/2018
Accompanying Documents: