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RESOLVED: That the updates to the policy were
approved.
 
REASON FOR
DECISION: It was recommended that Cabinet approve the
updated 3Cs Policy, to align with the Local Government
Ombudsman’s complaint handling code. The revised policy
formalises existing good practices, clarifies procedures for staff
and customers, and ensures continued compliance with national
standards. These updates will support a fair, transparent, and
consistent approach to handling feedback and complaints, helping
North Herts Council maintain high service standards and a positive
complaint-handling culture.