I am submitting this request under the Freedom of Information Act.
I am concerned about the way complaints are being handled, as some conduct appears potentially vexatious. Therefore, I request disclosure of the following in relation to corporate complaints (ie not adults and social care or children):
1) Copies of any training materials, procedures, templates, guidance, or policies relating to the handling of complaints, including but not limited to the following areas:
* The process for opening complaints.
* Circumstances in which complaints are not opened.
* The treatment of complaints as service requests rather than complaints.
* Oversight and supervision by managers, lawyers/solicitors, complaints staff, or complaints officers.
* Where potential unlawful conduct by the council is raised by a complainant: the grounds relied upon to decline to treat such matters as a complaint, to categorise them as service requests, or to decline investigation altogether.
* Any targets, quotas, or measures relating to the number of complaints registered, including any policies aimed at reducing the number of complaints opened.
* Policies and safeguards for avoiding conflicts of interest in complaint handling, including circumstances where a managers investigate or review complaints concerning staff they supervise or with whom they have existing communications.
* Policies for the involvement of the Monitoring Officer to ensure a fair and transparent complaints process
* "how to steps" that should be followed when dealing with complaints, be those formal, informal, audio, electronic, paper other otherwise noted.
* Copies of any templates or example texts used in replies to complainants.
2) Copies of any correspondence, advice, memoranda, or communications (internal or external) relating to the above (1) materials and guidance, including from or to:
* Management
* Staff
* Councillors
* Auditors
* Lawyers/Solicitors