Complaints Performance Statistics
Complaints
The complaints performance statistics tables show the number of complaints received at each stage of the Council's complaint's procedure and the percentage upheld. Upheld or partially upheld indicates that after investigation it was considered that the Council were at fault.
To help explain the tables, here is a brief explanation of the Council's complaints procedures. The Council has a three stage complaints process.
The first time a complaint is received, it is answered by department the complaint is made against, this is a Stage One complaint.
If the complainant is not happy with the Stage One response, they can request the complaint is progressed to the next stage.
This will be answered by a more senior officer in the department against which the complaint has been made, this is Stage Two complaint.
If the complainant is not satisfied with the Stage Two response, they can request it is progressed to the next stage. The complaint would now be handled by the Chief Executive's Department, who are independent of the department against which the complaint was originally made, this is Stage Three review.
A complainant also has the right to direct their complaint to the Local Government Ombudsman if they still remain dissatisfied with how the Council has dealt with it. The Ombudsman will publish every council's performance in an Annual Letter (now called Annual Review). See Manchester City Council's Performance
