Standard 11: Complaints
We will deal promptly and openly with complaints about our decisions and the service we provide
11.1 We aim to deal with complaints about the standard of service that we provide as quickly as possible.
11.2 If we can resolve the complaint immediately we will do so; if not, the complaint is formally recorded and then dealt with on a staged approach, initially at a local level.
11.3 We record and acknowledge complaints at each stage as quickly as possible, and provide a full response as soon as possible, within a strict overall time limit.
11.4 We decline to deal with complaints made more than 6 months after the relevant events unless there is a good reason for the delay.
11.5 We answer complaints openly and frankly, avoiding jargon or technical language, providing a comprehensive response that deals with all material issues. Where appropriate, we acknowledge fault and offer an apology. We also outline any lessons learned and any steps that are being taken to prevent a recurrence.
11.6 Where the complaint raises issues concerning another agency, such as the police or the courts, we try to agree our reply with the agency concerned, or agree with them that they will reply directly to the relevant points and tell the complainant who will reply.
