This policy is aimed at helping Isle of Wight Council staff deal with complaints in ways which are demonstrably consistent and fair, comply with legislation and best practice, and in line
with the Eco-Island Sustainable Community Strategy 2008-2020, the Council’s Corporate
Plan and specifically the Council’s priorities of ‘Putting the Customer First’ and ‘Improving
our Reputation with Residents, Visitors and Local Businesses’. It is an important and visible
sign that the Council listens to and values customer feedback.








This policy recognises the statutory duties placed on the Council by the Local Authority
Social Services and National Health Services Complaints (England) Regulations 2009, and
The Children Act 1989 Representations Procedure (England).