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Scrutiny complaints headr

Scrutiny complaints review

Communications within the complaints process

The customer scrutiny team have reviewed how we communicate with customers during the complaints process.

Why are the scrutiny team asking for customer views?

We know that the way we handle communications within the complaints process is very important to our customers. The scrutiny team wanted to make sure that our customers' voices were heard loud and clear when it comes to making improvements to our service.

What did the scrutiny team do?

Our customer scrutiny team spoke to a sample of 14 customers who have made a complaint within the last 18 months.

What did the scrutiny team ask?

The scrutiny team asked about how our customers found the communication between themselves and Selwood staff during the complaints process.

What will we do with the results?

The scrutiny team have made a report on their findings and have made a number of recommendations which they will take to the Selwood Board on 17 March 2021. These results and our response to them will be shared on our website.

If you have any questions about this consultation, or to find out about ways to get involved, please contact our involvement team at