Corporate & Statutory Complaints Policy

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Why are we doing this?: 

We are updating our complaints policy following changes to the way we manage complaints in the Council. As part of this work, we would like to hear your opinions.

We are also updating our 'Vexatious and/or Unreasonably Persistent Complainants Policy', which we would like your feedback on as it is about how the Council deals with particular complainants.

Most complaints about Council services are dealt with under a nationally agreed Corporate Complaints Procedure. This is endorsed by the Public Services Ombudsman for Wales. Social Services complaints are subject to a separate, statutory procedure.

The policies will be supported by leaflets and web information, which will provide an overview and summary of the complaints procedures.

What do we want to know?: 

Whilst we cannot change the procedures set out in the policy, we do want to make sure that the policy clearly states how we will apply them.

The policy is the main document covering the complaints procedures, but we have information available on our website and in leaflets which will give you a summary of the procedures

What we found out: 

Whilst the numbers of responses were fairly low, we appreciated people taking the time to provide their feedback, most of which was positive.

Each response was considered and, where appropriate, used to amend elements of the policy. The consultation information was included with the report which was presented to the Executive Board. On 10 November 2015, the board approved the policy and the final version of the document has been uploaded to the Council website.

What difference has it made?: 

The Council now has a fully update, fit for purpose policy which has been subject to a consultation with the relevant stakeholders.

The new policy can be found at

Start date03 September 2015
End date04 October 2015
Full addressContactEmailContact numbers
LL11 1AR
Gareth Jonesgarethe.jones@ 01978 298913