Decision
Analysis
outcome: Recommendations were approved to update the Complaint Policy.
summary: The decision at stake is the approval of an updated Complaint Policy to comply with the new Complaint Handling Code issued by the Local Government and Social Care Ombudsman.
topline: The Cabinet Member for Performance, Customer Service and Communications has decided to approve the updated Complaint Policy to comply with new regulations.
reason_contentious: This issue is not contentious as it is a procedural matter to ensure compliance with regulations.
affected_stakeholders: ["Local Government and Social Care Ombudsman", "Complainants", "Council staff"]
contentiousness_score: 0
political_party_relevance: There are no mentions or implications of political parties or political influence on the decision.
URL: https://horsham.moderngov.co.uk/ieDecisionDetails.aspx?ID=749
Decision Maker: Cabinet Member for Performance, Customer Service and Communications
Outcome: Recommendations Approved
Is Key Decision?: Yes
Is Callable In?: Yes
Purpose:
Content: To approve the updated Complaint Policy as set out in the appendix to the report. To ensure the Complaint Policy complies with the new Complaint Handling Code issued by the Local Governemnt and Social Care Ombudsman. The option to keep the existing Policy has been rejected as it would not comply with the Complaint Handling Code and could result in complaints being upheld. None
Date of Decision: June 24, 2025