How decisions are made and who represents you
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.
Option 1 - Do nothing, stay with the current
policy
Option 2 - Change the deadlines in line with Ombudsman
guidance
Publication date: 21/06/2022
Date of decision: 21/06/2022