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Implementing, monitoring and reviewing policy

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.

14.1    The council will publish this policy on its website.

14.2    The council will ensure that commissioned providers are aware of and follow the Formal Provider Complaint Process. This process is reviewed regularly to ensure compliance with the LGSCO Complaint best practice and to promote a culture of continuous learning and improvement. 

14.3    The Customer Feedback and Complaints Manager and other senior managers will monitor complaints and the outcome of investigations. We will use what we learn from complaints and service requests to improve our services and will share our organisational learning with staff (see appendix 6).

14.4    This policy will be reviewed by April 2029.

Policy Published: October 2021

Policy reviewed: April 2026

Last reviewed:
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