Cumberland Registration Service - Customer Service Strategy

We will always follow the Cumberland Council corporate complaint handling policy.

We will formally record all complaints accurately on our complaint handling template which will be copied to the service manager and the corporate complaints team.  

We will ensure a file is set up for each individual complaint with all correspondence retained together with any investigations, findings and responses for audit purposes.

We will share remedial action and good practice with all staff after each upheld complaint to avoid repetition.

We will issue a feedback QR code at the end of every appointment and ask for this to be completed prior to leaving the office.  This feedback will be collated and sent to the management team for recording and analysis.

We will review any trends or information at our managers and staff meetings and consider what our clients are telling us from complaints, comment cards and from our own working knowledge.

We will cascade trends and information and discuss with the wider team at our bi-monthly staff meetings.