Complaints policy and procedure

8.1    Complaints may be made by anyone and we will anticipate the needs and reasonable adjustments of our customers as much as possible.
8.2    The person affected may choose to ask someone else to complain on their behalf, such as relative, carer or friend. Complaints can also be made through a Councillor, Member of Parliament, or another elected person. In these cases, correspondence from these individuals will be dealt with in keeping with the procedures for handling MP and Councillor enquiries.
8.3    Where appropriate, the council will seek consent from the service user for us to correspond with any third party on their behalf. This ensures compliance with data protection requirements and that the service user’s wishes are being fulfilled. If they are not of sufficient age or understanding we will determine whether the third party is acting in the service user’s best interest.
8.4    The Council will decide how to progress the matter in accordance with the relevant legislation, i.e., Mental Capacity Act 2005 for complaints received from customers who do not have the capacity to consent.