Decision details
Changes to Corporate Complaints Policy
Decision Maker: Strategic Director of Resources
Decision status: Recommendations Approved
Is Key decision?: Yes
Is subject to call in?: No
Decision:
Change required to the Complaints Policy to
change the Stage 2 timeframe from 20 days (as stated in the Policy)
to 10 days.
Reasons for the decision:
In response to The Ombudsman seeking
clarification on the timeframe and to ensure that it is reflected
in the Council's Complaints Policy.
Alternative options considered:
The Chief Executive was asked whether to
comply with the Ombudsman's 20 day timeframe. She agreed to stick
with the current 10 days. This had been discussed in a recent CLT
meeting.
List of Background Papers: n/a
Declarations: n/a
Source of Delegation: Cabinet 24 June 2025 - Agenda Item 7
Contact: Paul Stone, Strategic Director of Resources (Section 151 Officer) Email: paul.stone@nwleicestershire.gov.uk Tel: 01530 454495.
Publication date: 19/01/2026
Date of decision: 16/01/2026