1. Introduction

2. What a complaint is

3. Why we have a complaints procedure

4. Learning from complaints

5. Compliments

6. Resolving complaints informally

7. The council's corporate complaints procedure

8. Ombudsman complaints

9. Complaints about council services provided by contractors

10. Complaints about staff

11. Recording and monitoring complaints

12. Equalities and access to the complaints procedure

13. Complaints about discrimination

14. Dealing with unreasonable or unreasonably persistent complainants

15. Dealing with difficult and aggressive complainants

16. Further information and training

Appendix A

Appendix B

Appendix C