Issue - meetings

BCP Complaints Policy

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Meeting: 13/05/2025 - Cabinet (Item 9)

An effective complaints process demonstrates commitment to accountability, fosters trust amongst customers and stakeholders, and provides a structured way to address concerns appropriately and promptly.

Recent revisions to the Local Government Ombudsman Complaint Handling Code have introduced changes designed to enhance the efficiency, transparency and responsiveness of local authorities in handling complaints. These modifications affect the operations and policies of all UK local authorities.

The BCP Council Complaints Policy has been updated and additionally, a separate new policy has also been prepared regarding Unreasonable Actions, as also recommended by the Local Government Ombudsman.

Additional documents:

Decision:

RESOLVED that Cabinet: -

(a) approves the updated BCP Complaints policy; and

(b) approves the Unreasonable Actions Policy

Voting: Unanimous

Portfolio Holder: Customer, Communications and Culture

Reason

These policies now reflect the changes at a national level that are being introduced by the Local Government Ombudsman.

Minutes:

The Portfolio Holder for Customer, Communications and Culture presented a report, a copy of which had been circulated to each Member and a copy of which appears as Appendix 'E' to these Minutes in the Minute Book.

Cabinet was advised that an effective complaints process demonstrates commitment to accountability, fosters trust amongst customers and stakeholders, and provides a structured way to address concerns appropriately and promptly.

Cabinet was informed that recent revisions to the Local Government Ombudsman Complaint Handling Code had introduced changes designed to enhance the efficiency, transparency and responsiveness of local authorities in handling complaints, and that these modifications affect the operations and policies of all UK local authorities.

Cabinet was advised that the BCP Council Complaints Policy had been updated and additionally, a separate new policy had also been prepared regarding Unreasonable Actions, as also recommended by the Local Government Ombudsman.

The Chair of the Overview and Scrutiny Board, Councillor Kate Salmon addressed the Cabinet advising that the Board had thoroughly debated the report at the previous evenings meeting, and that whilst no formal recommendations had been submitted by the Board that the Board had welcomed the report and expressed a need for there to be a joined up approach across the Council.

Cabinet members expressed thanks to officers for their work on this report with the Portfolio Holder advising that he would work with officers as this process goes forwards.