Solutions and remedies
Where something has gone wrong the Authority will acknowledge this in complaint responses at both Stages of this procedure, and set out the actions it has already taken, or intends to take, to put things right. These can include:
• saying sorry
• acknowledging where things have gone wrong
• providing an explanation, assistance or reasons
• taking action if there has been delay
• reconsidering or changing a decision
• amending a record or adding a correction or addendum
• providing a financial remedy, or
• changing policies, procedures or practices.
Any remedy offered must reflect the impact on the customer as a result of any fault identified.
The Authority will look beyond the circumstances of the individual complaint and consider whether service improvements can be made as a result of any learning from the complaint.
The Authority will take account of the guidance issued by the Ombudsman when deciding on appropriate remedies.
The remedy will clearly set out what will happen and by when, in agreement with the customer where appropriate. Any remedy proposed must be followed through to completion.
The Authority’s key objective in relation to complaint handling for all relevant employees or third parties, reflects the need to:
- have a collaborative and co-operative approach towards resolving complaints, working with colleagues across teams and departments
- take collective responsibility for any shortfalls identified through complaints, rather than blaming others; and
- act within the professional standards for engaging with complaints as set by any relevant professional body.