Cumberland Council believes passionately in the delivery of excellent public services and is committed to putting our customers first. The authority is dedicated to listening, involving and engaging residents and using feedback to drive change, learning and improvement.
We accept that sometimes things go wrong or are not as good as they should be and as such we believe that effectively managing complaints is central to improving our services. We also know that compliments provide us with valuable insight into what is going well and sharing this best practice throughout the authority is part of our culture.
We will always try to resolve most complaints at the first point of contact. This gives our services a chance to address issues on an informal basis and in an efficient manner. If this is not possible, this procedure explains how matters can be dealt with formally through the Corporate Complaints Policy.