Our articles are written by experts in their field and include barristers, solicitors, judges, mediators, academics and professionals from a range of related disciplines. Family Law provides a platform for debate for all the important topics, from divorce and care proceedings to transparency and access to justice. If you would like to contribute please email editor@familylaw.co.uk.
A day in the life Of...
Read on

New complaints handling guide offers advice to local authorities

Date:26 NOV 2020
Third slide

The Local Government and Social Care Ombudsman is today issuing new guidance on effective complaint handling for local authorities.

Based on previous documents, the new guide offers practical, real-world advice and guidance on running a complaints system to ensure it is effective and helps improve services.

It runs through the steps authorities need to take to ensure complaints are properly identified, investigated and put right where necessary. It also examines statutory procedures for children’s and adult social care complaints, guidance on dealing with third-party complaints, and advice on how to draw out the learning from the issues raised.

Article continues below...
Family Court Practice, The
Family Court Practice, The
Order the 2021 edition
Family Law
Family Law
"the principal (monthly) periodical dealing with...
Emergency Remedies in the Family Courts
Emergency Remedies in the Family Courts
"A very good tool for the busy family lawyer"...

Michael King, Local Government and Social Care Ombudsman, said:

“We have been investigating complaints for more than 45 years, and throughout that time we have seen both good and bad practices.

“The guide we are issuing today offers practical advice, based on our vast experience, on how to run an effective complaints process.

“We urge local authority complaint handlers to take on board our guidance because we know how valuable the learning from complaints can be.

“The best authorities use complaints as a barometer of external opinion and as an early warning of problems that might otherwise stay unseen. They take that a step further and use critical feedback to drive a sophisticated culture of learning, reflection and improvement.”

The new guide is available free to download.