Decision Maker: Corporate Policy Committee

Outcome: Recommendations Approved (subject to call-in)

Is Key Decision?: No

Is Callable In?: No

Date of Decision: November 27, 2025

Purpose: This document details Cheshire East Council’s policy on dealing with compliments, suggestions and complaints received from our customers. The Council is committed to providing consistently high-quality services, but we acknowledge that sometimes things do go wrong. We welcome feedback from our customers and we recognise that compliments, suggestions and complaints are a valuable source of information to help us: •?improve the standard of services we deliver •?put things right when they have gone wrong •?learn from our mistakes and make sure they do not happen again. The aim of this policy is to provide a fair, consistent and structured process for members of staff to follow when customers are providing feedback. We will ensure staff understand their responsibilities under this policy, so they can deal with feedback effectively, and lessons learned from complaint investigations will be used to inform service improvements.

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