We have a corporate complaints policy and process which will harmonise our approach across Cumberland. This will make it easier for you all to navigate and manage complaints, and also improve the service for our customers.
The new process began on 29 July 2024, and means that the old policies and procedures from the legacy councils will no longer be followed from this date. Complaints about social care (Children’s and Adults) will continue to be managed under the statutory legislation and separate polices.
Read the corporate complaints and compliments policy
What is a covered by the policy
Complaints are everyone’s responsibility. We welcome and encourage feedback on our services as this helps the authority to learn and improve. A positive complaints culture ensures that actions are taken where appropriate and we put the customer at the heart of all we do.
The policy makes a clear distinction between a ‘service request’ and a ‘complaint’. If there is another channel for a customer’s request (for example, if a customer is unhappy about a pothole, they should be directed to the highways hotline and/or given instructions on how to log their fault online), this should be used.
If something can be resolved immediately at service level, this should be attempted and does not require escalation to the complaints procedure.
If it does need to be considered as a formal complaint, then the new policy and procedures should be followed.
More information on how we should deal with various types of complaint is outlined in the new policy.
The main details of the policy
The complaints process consists of two stages.
We will always try and resolve a complaint in the first stage. A full response will be provided to the customer within ten working days of being acknowledged, There may be occasions when a complaint is particularly complex and requires further consideration. In these instances, the timescale can be extended by a further ten working days. If this is the case, the decision and reasoning will be clearly explained to the customer.
If the complaint is not resolved then a full and final response to the complaint will be provided within 20 working days of being acknowledged. Should an extension be required (as per stage one, if a complaint requires more complex investigation), a further 20 working days can be utilised to ensure the best possible response is provided to the customer. This will be clearly communicated with the customer.
How complaints will be logged and managed
All complaints will be logged on one system (Liberty) and tracked and monitored in the same way.
If you are allocated a complaint, you will receive an email with a link to the complaints portal where you can input your response.
Full instructions on how to manage the complaint within Liberty will be provided.
Any existing complaints that are still open on 28 July, will continue to be dealt with under the existing policy and systems.
Things to remember about complaints
Complaints are everyone’s responsibility and all staff should be aware of what to do if a customer expresses dissatisfaction with a Council service.
Good complaints handling is central to putting the customer at the heart of everything we do.
Customer feedback is an excellent way for the authority to learn about what is going well and what needs to improve.
Council staff work extremely hard to deliver excellent services but sometimes things go wrong or standards are not as high as we would hope.
Remember that not all service failings are formal complaints, and there may be a better way to resolve a particular issue quickly.
You can apologise if things are shown to have gone wrong.
A phone call with the complainant can often be the best method of helping to resolve a complaint.
Keep the complainant up to date with where you are with their complaint – especially if there are delays in responding.
How the public can make complaints
The easiest way is to complete the online form on the Cumberland website.
If the person is being vexatious or unreasonable
We aim to treat all customers with courtesy and politeness. Whilst it is recognised that a complainant may be angry, frustrated and upset (and may have issues of genuine concern), it is expected that all representatives of the council will be treated with the same consideration and respect.
Should this not be the case, and staff are treated in an inappropriate manner and/or other vexatious behaviour is exhibited, we may implement the Unreasonable Customer policy which is currently being updated.
If you have a question about complaints
You can email us on:
Email: [email protected]