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Complaints records and the annual report

In this section

  1. 1
    Introduction
  2. 2
    Legal Context
  3. 3
    Scope
  4. 4
    Who can make a complaint
  5. 5
    Help to make a complaint
  6. 6
    What are complaints?
  7. 7
    Providing information
  8. 8
    How to make a complaint
  9. 9
    What the council does when it receives a complaint
  10. 10
    What to do if concerned about the progress or final outcome of a complaint
  11. 11
    When the council will not/may not act on a complaint
  1. 12
    The Care Quality Commission (CQC) and complaints about regulated providers
  2. 13
    Complaints records and the annual report
  3. 14
    Implementing, monitoring and reviewing policy
  4. 15
    Appendix 1 – Definitions
  5. 16
    Appendix 2
  6. 17
    Appendix 3 – Additional examples of exclusions
  7. 18
    Appendix 4 – Care Act Advocacy for Adult Social Care processes including complaints (taken from GCC’s Independent Advocacy Policy)
  8. 19
    Appendix 5 - Reasonable adjustments examples and accessible information standard
  9. 20
    Appendix 6 - Lessons learned log
  10. 21
    Policy details

Key terms are identified in bold and defined in Appendix 1.

13.1    The council maintains records of complaints, compliments and outcomes.  We will:

  • keep complaints information secure and use it in accordance with the GDPR, Data Protection Act 2018 and the council’s privacy notice  
  • prepare an annual report about complaints received for each year ending 31 March and publish it on the council’s website by end of October of the same year 

Policy Published: October 2021

Policy reviewed: April 2026

Last reviewed:
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