Code section 6 - Complaints stages
Complaint stages - Stage 1
Compliant
No.
Evidence
We do not process stage 1 complaints in line with timescales and processes set out in the Code.
Commentary and explanation
4.1 of The Corporate Complaints Policy states Complaints should be acknowledged within two working days, and a full written reply sent within fifteen working days. This does not comply with the complaint handling code.
As part of Improvement and recovery Plan for Slough there is a complaints workstream, the policy will be reviewed and refreshed in line with the complaint handling code by the end of Qtr,3.
6: Complaints stages - Stage 2
Compliant
No.
Evidence
We process stage 2 complaints in line with timescales and processes set out in the Code.
Commentary and explanation
4.3 of the Corporate Complaints Policy states We will acknowledge receipt of a complaint in writing or by telephone within two working days. Our acknowledgement will include who is to investigate the complaint, the subject of the complaint and the reply timing. 4.2 of the Corporate Complaints Policy states If the customer is dissatisfied with the outcome of the Stage 1 investigation, at their request, the Council will arrange for the complaint to be reviewed by a more senior manager. In most cases this will be the service Director or a designated officer. The request should be acknowledged within two working days, and a full written reply sent within twenty working days.
As part of Improvement and Recovery Plan for Slough there is a complaints workstream, the policy will be reviewed and refreshed in line with the complaint handling code by the end of Qtr,3.