1. Introduction

2. Scope

3. Comments, Compliments and Complaints - Definitions

3.1 Comments

3.2 Compliments

3.3 Complaints

4. Comments, Compliments and Complaints - Process

4.1 Comments Process

4.2 Compliments Process

4.3 Complaints Process

5. Exemptions

6. Learning from complaints

7. Reporting complaints and compliments

8. Unreasonable or unreasonably consistent complaints

9. Anonymous complaints

10. Confidentiality

11. Role descriptions

11.1 Members and Officers of the Council

11.2 Head of Customer Experience

11.3 Directors and/or Core Manager

11.4 Responding Officer