Westmorland and Furness Registration Service - Customer Service Strategy

We will at all times follow the Westmorland and Furness 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.

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 provide a QR code for customer feedback at the end of each appointment. These will be collated and reviewed by the service manager on a monthly basis.

We will review any trends or information at our weekly managers meeting and give consideration to 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 weekly staff meetings.