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Implementing, monitoring and reviewing policy

In this section

  1. 1
    Introduction
  2. 2
    Providing information and supporting involvement
  3. 3
    Who can make a complaint
  4. 4
    How to make a complaint
  5. 5
    What the Council does when it receives a complaint
  6. 6
    What to do if concerned about the progress or final outcome of a complaint
  7. 7
    When the council will not / may not act on a complaint
  1. 8
    The Care Quality Commission (CQC) and complaints about regulated providers
  2. 9
    Complaints records and the annual report
  3. 10
    Implementing, monitoring and reviewing policy
  4. 11
    Appendix 1 - Definitions
  5. 12
    Appendix 2 - Legal context
  6. 13
    Policy Details

The council will publish this policy on its website.

We will advise staff and relevant commissioned providers that policy has been revised. 

The Complaints Manager and other senior managers will monitor complaints and the outcome of investigations.

We will use what we learn from complaints to improve our services and will share our organisational learning with staff.

This policy will be reviewed by 30 September 2024.

Last reviewed:
Previous Complaints records and the annual report Next Appendix 1 - Definitions