Guidance Document for Handling Complaints

“Under the Freedom of Information Act, please could I have a copy of any internal guidance document that you have for Council officers on how to draft responses to complaints. Your organisation may have a procedure for handling complaints that Council officers use.”

Devon County Council (DCC) does not have an internal guidance document for handling complaints.   DCC has a Customer Relations Team who handle complaints and provide support to service managers on a case by case basis as required.

The Customer Relations Team offer service specific workshops or presentations to support staff in managing complaints.