New complaints handling guide offers advice to local authorities
The Local Government and Social Care Ombudsman is today issuing new guidance on effective complaint handling for local authorities.
Based on previous documents, the new guide offers practical, real-world advice and guidance on running a complaints system to ensure it is effective and helps improve services.
It runs through the steps authorities need to take to ensure complaints are properly identified, investigated and put right where necessary. It also examines statutory procedures for children’s and adult social care complaints, guidance on dealing with third-party complaints, and advice on how to draw out the learning from the issues raised.