Corporate complaints policy
This document details the Council’s overarching policy on
dealing with complaints received from our customers. The policy is
supported by good practice guidance for staff together with
detailed customer information and publicity materials.
Corporate
complaints policy (128kb pdf file)
Rochdale Council is committed to providing consistently high
quality services, and although the majority of the time our
services are provided to very high standards, occasionally things
do go wrong.
We welcome feedback from our customers, and complaints are a
valuable source of information to help us to:
- Improve the standard of services we deliver
- Put things right when they have gone wrong
- Learn from our mistakes
The aim of this policy is to provide a fair, consistent and
structured three stage process for our customers if they are
dissatisfied with a service they have received. The policy will be
widely publicised and accessible in a variety of formats.
Emphasis will be placed on resolving complaints as quickly as
possible by the Service concerned. We will ensure our staff are
equipped to deal with complaints efficiently and effectively, and
lessons learnt from complaint investigations will be used to
directly inform service improvements.