Complaints policy and procedure

Receiving the same complaint from a customer and an MP, Councillor, or other agencies

16.1    Dealing with the same complaint from different people is time consuming, costly and it can mean that it takes longer to investigate and respond to the issues raised. Wherever possible, we will only deal with one point of contact for each complaint.
16.2    If we receive a duplicate complaint from a customer and an MP/Councillor or other agency, will we write back to the MP/Councillor or other agency to advise them that we have received the same complaint from their resident and that we will provide the MP/Councillor or other relevant agency with a copy of the formal response sent to the complaint, with a covering letter.
16.3    As appropriate, we will copy the MP/Councillor or other relevant agency into any correspondence sent to the resident in relation to the complaint.