Corporate complaints and compliments policy

Summary

This policy details Great Yarmouth Borough Council's approach to complaints, compliments and comments received from its customers. The policy will apply to all Council services and provides a clear framework for customers and staff to use.

The purpose of the policy is to:

• define what is a compliment, comment and complaint
• ensure all compliments and complaints are acknowledged and recorded on the Council's system
• adopt a consistent and fair approach to handling complaints
• provide a thorough and timely response to customer complaints
• learn lessons from complaints and put procedures in place to prevent recurrence
• recognise customer feedback and suggestions made through the use of comments
• acknowledge good customer service via compliments received and share these with the officers involved

Document

• Complaints and Compliments Policy 2024 (PDF) [367KB] (opens new window)