Customer service

Foreword: Portfolio Holder for Governance

Where are we now?

What do we want?

How will we do this?

Next steps

Foreword: Portfolio Holder for Governance

As we recover from the global pandemic, we want to provide high quality services that suit our customers.

Contents

Introduction

How to complain

Further help

Unreasonable complaint behaviour

Getting help with complaints or appeals

Complaints we can investigate

Complaints we cannot investigate

This policy covers all work undertaken by the council, councillors and partner organisations. It is broken down in to three main headings:

• aggressive, abusive or violent behaviour
• unreasonable behaviour
• unreasonable complaint behaviour

All of these are considered unacceptable behaviour.

Contents

Introduction

Equality and diversity

Aggressive, abusive or violent behaviour