Complaints, Compliments & Comments
All staff will be aware how important good customer service is; so much so that it is one of KCC's top priorities. The way in which complaints, compliments and comments are dealt with is particularly important and will need to be monitored more closely in the future. As a directorate, we need to ensure our approach is consistent and we have robust procedures in place to process complaints. If we can provide a speedier and more effective response to complaints, customer satisfaction levels will improve. We also need to ensure that we are learning from the customer feedback. The core definition of a complaint is agreed to be "any expression of dissatisfaction." Therefore all expressions of dissatisfaction should be logged and monitored to enable a thorough analysis of complaints received. As a rule of thumb, issues that are resolved "on the spot" do not need to be logged. However, if an issue is going to take longer to look into, or if the member of public states they want to make a complaint, then the complaint should be logged. Logging complaints, including those resolved at first point of contact, enables more analysis and more effective learning. One of the areas we must improve upon is our reporting of equalities monitoring in relation to complaints.
Because this links to BVPI 2B, which forms part of our CPA, we need to ensure we have the appropriate procedures in place for the next audit. As an interim measure, pending a review of the Directorate processes for dealing with complaints, please review the documents below. These should be used from this point onwards. Children's Social Services have a statutory requirement to monitor and report on complaints and therefore will continue to use their specialist complaints system, so these changes will not apply.
- Complaints Monitoring Form
For staff to complete upon receipt of all complaints or compliments. You will need to retain these for your own information and to assist when completing the monthly spreadsheet.
Complaints Monitoring Form - Monthly Complaints Monitoring Spreadsheet
For each unit's designated complaints representative to complete on a monthly basis. Where no complaints have been received a Nil return is required. Once completed, it should be returned to Michelle Hunt (see details below).
Monthly Complaints Monitoring Spreadsheet - Equalities Monitoring Form
To be sent out to the complainant with the acknowledgement letter.
Equalities Monitoring Form - "What to do if you are not happy with our Services" leaflet
An explanation of KCC's Complaints Process for complainants.
"What to do if you are not happy with our Services" leaflet
- Michelle Hunt: Access to Information Co-ordinator
Tel: 01622 696692; E-Mail: michelle.hunt@kent.gov.uk - Anthony Mort: CFE - Customer Care Policy Manager
Tel: 01622 696363; E-Mail: anthony.mort@kent.gov.uk