Thanks for organising the session. Pippa for sending the link but I still can’t find a clear procedure that you need to follow or guidance that letters must be signed by a Chair. Please can someone send me a link to the document. Thanks
3 thoughts on “Complaints Policies”
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Hi Chris
Here is the extract – with a note that the Chair has to sign the letter.. https://docs.google.com/document/d/10sLrt4lnl963ru4CsEju27Ihv6yOGNGIgcLz1QN5wjg/edit?usp=sharing
it is a bit hidden I agree – right at the very bottom of the main link I shared…https://www.citizensadvice.org.uk/intranet/local/pages/handling-client-complaints/
paras not numbered so tricky to find…..
hope this helps 🙂
Thanks Pippa – need to review this carefully!
yup it is not straightforward or easy to read in my view. I only know about it as we had a complaint where I signed a letter at Stage One and it went on ..and on.. and on to the external adjudication and the action required was an apology that Chair had not signed off and a commitment to do so in the future… oopsy woopsy, learning the hard way eh?