Decision details

Introduction of a two stage corporate complaints policy

Decision Maker: Executive

Decision status: Recommendations Approved

Is Key decision?: Yes

Is subject to call in?: No


To agree to the introduction of a two stage complaints policy to take effect from April 2012. Brent has had a three stage process in place for 10 years. Over recent years the Council’s overall management of complaints has improved to the extent that we are now in a position to introduce a streamlined complaints policy.


that agreement be given to the introduction of a two stage complaints policy for Council complaints with effect from April 2012 .

Wards Affected: (All Wards);

Other reasons / organisations consulted


Contact: Phillip Mears, Corporate Complaints Email: Tel: 020 8937 1041.

Report author: Phillip Mears

Publication date: 15/02/2012

Date of decision: 13/02/2012

Decided at meeting: 13/02/2012 - Executive

Accompanying Documents: