Definition of a complaint
Does the complaints process use the following definition of a complaint?
An expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the organisation, its own staff, or those acting on its behalf, affecting an individual resident or group of residents.
Lambeth's definition of a complaint is “…any expression of dissatisfaction, not resolved immediately to the customer’s satisfaction, about the level, quality or nature of a service which the customer feels should have
been provided. This includes services provided by people or organisations acting on behalf of the council.”
Does the policy have exclusions where a complaint will not be considered?
Yes.
Are these exclusions reasonable and fair to residents? Evidence relied upon?
Yes. The list of exemptions are reasonable as they set out alternative avenues to resolve complaints.
Evidence relied upon is in the Corporate Complaints Policy (PDF 128KB)