Purpose

The annual complaints report for the Council provides the total number of complaints and compliments received by the Authority each financial year.  

This includes information on the volumes received by each service area with narrative provided on trend analysis, explaining any increase or decrease from the previous year. Improvements made by the Council as a result of customer feedback is also considered and documented. 

Additional information is provided on complaints that have been escalated to the Public Ombudsman for Wales including data such as the number of complaints being upheld.

Decision

RESOLVED: that the contents of the report be noted.