Report Summary
The Authority's Complaints Policy is in place to ensure that all relevant complaints are considered and addressed in an objective, proportionate, balanced, consistent, reasonable and timely manner. This approach is underpinned by the principles of necessity, fairness, procedural openness and transparency, while respecting individual confidentiality.
Accountability
To evidence adherence to these principles and characteristics, auditable records will be maintained by the SPA Complaints Department which will provide clear rationale for material decisions taken in respect of complaints.
Decision making and complaint disposal will be carried out in accordance with the published SPA Complaints Handling Procedures.
Review of Policy
This policy will be kept under review by the SPA Complaints and Conduct Committee on an annual basis.
