Purpose

The report seeks approval for the introduction of a Financial Redress Policy to ensure a consistent, transparent and fair approach when awarding financial redress in cases where Council service failures or maladministration have occurred.

The policy formalises the framework for determining remedies, aligns with Public Services Ombudsman for Wales guidance, and clarifies delegated authority arrangements for awarding redress. It aims to reduce inconsistencies across services, strengthen accountability, and improve the quality and timeliness of complaint resolution.

Decision

RESOLVED: that

1. the draft Complaints Redress Policy, appended at Appendix A, be approved.

1. subject to approval of the Complaints Redress Policy, an amendment of the existing delegations to reflect the new Policy, as set out in paragraphs 26 and 27 of the report, be recommended to Constitution Committee for approval by full Council.

1. authority be delegated to the Chief Digital Officer, in consultation with the relevant Cabinet Member, to amend the Complaints Redress Policy as necessary from time to time in order to reflect any future guidance issued by the Ombudsman and to make any minor amendments required for the effective operation of the Policy.