URL: https://mygov.elmbridge.gov.uk/ieDecisionDetails.aspx?ID=605

Decision Maker:

Outcome:

Is Key Decision?: No

Is Callable In?: Yes

Purpose:

Content: Resolved that   (a)       the General Complaints Policy, as set out at Appendix 1 of the report, be approved with effect from 1 April 2026;   (b)       the Unreasonable Customer Behaviour and Persistent Complaints Policy, as set out at Appendix 2 of the report, be approved with effect from 1 April 2026;   (c)        the Zero Tolerance Policy – Protecting Employees and Councillors from Harm, as set out at Appendix 3 of the report, be approved with effect from 1 April 2026;   (d)       the Data Protection Complaints Policy, as set out at Appendix 4 of the report, be approved with effect from 1 April 2026; and   (e)       the Portfolio Holder for Finance and Resources be designated as the Councillor Responsible for Complaints in accordance with Section 9.5 of the Local Government and Social Care Ombudsman’s Complaint Handling Code and that the name of the designated Councillor be published on the Council’s website.

Date of Decision: March 18, 2026