Regulation 15 Local authority action upon receiving a complaintI1

England and Wales

(1)

A complaint may be made orally or in writing.

(2)

A local authority must acknowledge receipt of the complaint not later than 2 working days after the day on which it receives it.

(3)

Where a complaint is made orally, the local authority must, at the same time that it acknowledges receipt of the complaint —

(a)

make a formal written record of the complaint; and

(b)

provide a copy of the written record to the complainant.

(4)

At the same time that it acknowledges receipt of the complaint the local authority must—

(a)

provide the complainant with details of its complaints procedure;

(b)

offer assistance and guidance to the complainant on following the complaints procedure or advice on where such assistance and guidance may be obtained;

(c)

notify the person making the complaint that they may request that the local authority investigate the complaint in accordance with regulation 17.

Annotations

Commencement

I1: Reg. 15 in force at 1.8.2014, see reg. 1(1)