Code section 1 - Definition of a service request and complaint
Complaint
Yes.
Evidence
We recognise the difference between a service request and a complaint, and these are defined in our policies and procedures.
Explanations and commentary
Corporate complaints procedure policy 3.7 of the Slough Borough Council Corporate Complaints Policy states A service request should not be logged as a complaint. For example, if a customer contacts to complain that their refuse bin has not been collected and 6 this has not been reported previously, it should be logged and responded as a service request. If a customer contacts to complain that a previously reported missed refuse bin collection has not been completed or not completed satisfactorily, this will be recorded as a complaint.