Purpose

This document details Cheshire East
Council’s policy on dealing with compliments,
suggestions and complaints received from our customers.

The Council is committed to providing consistently high-quality
services, but we
acknowledge that sometimes things do go wrong. We welcome feedback
from our
customers and we recognise that compliments, suggestions and
complaints are a
valuable source of information to help us:

•?improve the standard of services we deliver
•?put things right when they have gone wrong
•?learn from our mistakes and make sure they do not happen
again.

The aim of this policy is to provide a fair, consistent and
structured process for
members of staff to follow when customers are providing feedback.
We will ensure
staff understand their responsibilities under this policy, so they
can deal with
feedback effectively, and lessons learned from complaint
investigations will be used
to inform service improvements.