- A formal complaint will usually be made in writing and will be passed on to the
- The Village Manager will maintain copies of all complaints received and will retain
oversight of the complaints process
- An acknowledgement letter will be sent in response to all formal complaints within 2 calendar days. A copy of the leaflet ‘How to raise a concern or make a complaint’ will be provided with the acknowledgement letter to ensure that complainants are fully aware of the process and their right to seek independent redress if they are unhappy with the outcome
- An investigation will be conducted and response completed within 20 days
- If for any reason the complaint response cannot be completed within the timescale, the Village Manager will explain why and agree a new deadline with the complainant
- The complainant will be given a named contact who they may liaise with regarding the progress of the complaint
- All formal complaints, the outcomes and any action agreed will be documented and a record maintained to facilitate learning and improvement.
- A final decision in writing will be issued to the complainant within 20 calendar days of receiving a complaint, unless a later deadline has previously been agreed with the complainant
- If the complainant is not satisfied with the initial response the Village Manager will escalate the matter internally to the Operations Director, who will provide a ‘final decision’ on the matter.
Another way to air comments, suggestions or complaints is through the residents’ or relatives’ meetings.