Scrutiny Report on the Monitoring and Managing of Complaints
Argyll and Bute Council · 12 June 2025
Back to Audit and Scrutiny Committee — 12 June 2025 and its agenda
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ARGYLL AND BUTE COUNCIL AUDIT AND SCRUTINY COMMITTEE FINANCIAL SERVICES 12 JUNE 2025 COMPLAINTS SCRUTINY REVIEW 1. SUMMARY 1.1 The complaints scrutiny review was carried out as per the 2024/25 scrutiny plan agreed by the Audit and Scrutiny Committee at their 14 March 2024 committee meeting. 1.2 The Consultations scrutiny panel comprised of Mr Martin Caldwell (Panel Chair), Mrs Janice Wasson-Hall (Chair) Councillor Mulvaney, Councillor Vennard and Councillor Howard with support provided by internal audit officers. 1.3 The complaints process was chosen for inclusion in our scrutiny priorities for 2024/25 due to the importance of having a complaints process which meets expected best practice and adopting identified improvement actions across the Council where applicable. 2. RECOMMENDATIONS 2.1 Committee to agree the Draft Complaints Scrutiny Report. 2.2 Committee to agree the most appropriate committee or other Council group for the Complaints Scrutiny Report to be presented to for consideration. 3. DETAIL 3.1 The agreed objectives of the scrutiny review were to: • Ensure the Complaints Handling Procedure contains clear guidance defining what can and cannot be considered as a complaint, it is well communicated and referenced within key council documentation: o In constitution, governance statement and Council policies o In guidance to Members, line managers and officers • Ensure the Council’s procedure is aligned with national guidance and best practice: o Scottish Public Services Ombudsman o Identified best practice within public service o Robust sources of evidence are used in arriving at complaints resolutions
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• Ensure performance data is captured, reported and used to inform senior management of areas for improvement and share good practice o Surveys to gather information o Reports to senior management and committees o Submissions to appropriate partner organisation for monitoring and benchmarking o Information published on Council website • Assess methods of identifying and sharing improvement actions o Improving complaints handling process o Informing service performance improvements o Information sharing across Council Services • Development and final agreement of improvement actions 3.2 Throughout this review two panel meetings were held to gather evidence. • Panel one – Head of Legal and Regulatory Support, Governance, Risk and Safety Manager and Compliance and Regulatory Officer • Panel two – those attending panel one. 3.3 We would like to extend our appreciation for the cooperation and assistance received from all witnesses invited to provide evidence over the course of the review. 3.4 Based on the information obtained over the course of the review the panel has identified two findings specific to this review. These are detailed in the report attached as appendix 1. 3.5 The report has been discussed with the officers and panel members involved in the review to confirm accuracy and it is now for the Committee to decide whether to approve the report and, if so, to agree the most appropriate committee or other Council group for the Complaints Scrutiny Report to be presented to for consideration. 4. CONCLUSION 4.1 Committee is requested to agree the attached report and agree the most appropriate Committee or other Council group for the report to be presented to for consideration. 5. 5.1 5.2 5.3 5.4 5.5 5.6 5.7 IMPLICATIONS Policy: none Financial: none Legal: none HR: none Customer Service: none Risk: none Climate Change: none
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5.8 5.9 5.10 5.11 5.12 Fairer Scotland Duty: none Equalities: none Consumer Duty: none Island Communities: none Children’s Rights and Wellbeing: none Martin Caldwell Chair of the Complaints Scrutiny Panel 12 June 2025 For further information please contact: Paul Macaskill, Chief Internal Auditor Tel: 01546 604108 Email: paul.macaskill@argyll-bute.gov.uk Appendices: Appendix 1 – Draft Complaints Scrutiny Report