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Review of the Corporate Complaints Policy

Published: 10/02/2021

Flintshire’s Cabinet will be asked to approve the Concerns and Complaints Policy and the Managing Customer Contact Policy when it meets on Tuesday 16 February.

Both policies, if approved, will be implemented on 1 April 2021.

To comply with the Public Services Ombudsman (Wales) Act 2019 and model guidance for public services in Wales, the Council’s Complaints Policy, which deals with complaints against all Council services except social services and schools, has been reviewed.

Flintshire County Council’s Cabinet Member for Corporate Management and Assets, Councillor Billy Mullin, said:

“Our revised policy adheres to the Ombudsman’s principles on good complaints handling and ensures that we will handle all complaints effectively.  It has been updated to further reinforce our culture and behaviour in Flintshire which is an emphasis on treating people fairly and with respect, and listening to our conscience and acting with integrity.”

There is no significant change to the process on how people complain.  A two-step approach remains, as will the right to escalate a complaint to the Ombudsman if people remain dissatisfied after exhausting the council’s complaints procedure. 

A new Managing Customer Contact Policy is also expected to be approved which will provide clear guidance to officers on how to manage the very small number of cases where the actions or behaviour of a customer challenges our ability to deliver an effective service to all.

The policy also seeks to protect officers from aggressive, abusive or offensive behaviour, and unreasonable demands and persistence.