Decision Maker: Head of Governance, People and Performance
Decision status: Recommendations Approved
Is Key decision?: No
Is subject to call in?: No
Following updated complaints handling guidance from the Ombudsman, we are required to be compliant with regards to response times for Stage 1 and 2 complaints. The timescales they propose are in conflict with our policy and therefore we need to update our response times to ensure compliance.
The Head of Governance, People & Performance has made the following minor changes to the Corporate Complaints Procedure, to ensure we are compliant with Ombudsman guidance on complaints response times. This is to reduce Stage 1 complaint responses to 10 working days from 15 working days and increase Stage 2 responses from 15 working days to 20 working days.
Option 1 - Do nothing, stay with the current
Option 2 - Change the deadlines in line with Ombudsman guidance
Publication date: 21/06/2022
Date of decision: 21/06/2022