Complaint Handling Code Contents: Chapter index for Complaint Handling Code Updated: 01 February 2024 Complaint Handling Code search Search this content Submit search Part 4 • 3. Accessibility and awareness 3. Accessibility and awareness 3.1 Organisations should make it easy for individuals to complain by providing different channels through which they can make a complaint. Organisations must con ...

Decision Statements Manual Contents: Chapter index for Decision Statements Manual Updated: 05 January 2026 Decision Statements Manual search Search this content Submit search Part 4 • 4. How to deal with queries about publication of decision statements 4. How to deal with queries about publication of decision statements 4.1. We give information about our intention to publish to all new complainan ...

Guidance on Jurisdiction Contents: Chapter index for Guidance on Jurisdiction Updated: 01 January 2026 Guidance on Jurisdiction search Search this content Submit search Part 4 • 4. Actions we can investigate 4.1 Section 26(1) lists the actions that may be investigated S26(1) For the purposes of section 24A(1)(b), in relation to an authority to which this Part of the Act applies, the following mat ...

Joint Working Manual Contents: Chapter index for Joint Working Manual Updated: 27 November 2025 Joint Working Manual search Search this content Submit search Part 4 • Governance Governance The JWT is managed within LGSCO by an Assistant Ombudsman using LGSCO’s standard policies and procedures, except where this manual specifies something different. Where necessary, individual issues or cases will ...

Information Security Policy Contents: Chapter index for Information Security Policy Updated: 21 October 2025 Information Security Policy search Search this content Submit search Part 4 • 3.Core principles behind information security measures 3.Core principles behind information security measures Confidential information will be protected from unauthorised disclosure. The following principles form ...

Intake Team Manual Contents: Chapter index for Intake Team Manual Updated: 05 August 2025 Intake Team Manual search Search this content Submit search Part 4 • 4 Managing Expectations 4 Managing Expectations Intake are expected to manage the expectations of all complainants. Advisors must provide a clear explanation of our processes, any timescales involved or anything else that may affect the han ...

Commission meeting - 4 November 2021 Welcome and introductions Apologies Declarations of interest Any other Business Minutes of the meeting held on 15 July 2021 Matters arising (attached) Chair and Chief Executive's reports (attached) LGSCO Triennial Review 2020-21 Annual Report and Accounts LGSCO 2021-22 Business Plan update and 2022-23 Business Plan development (attached) Audit and Risk Assuran ...

Manual for Councils Contents: Chapter index for Manual for Councils Updated: 23 April 2026 Manual for Councils search Search this content Submit search Part 4 • Signposting to the Ombudsman Signposting to the Ombudsman We expect councils to signpost to us, even if they have declined to accept a complaint. More information about this can be found in our Complaint Handling Code and accompanying inf ...

Commission meeting - 23 April 2020 Welcome and introductions Apologies Declarations of interest Any other Business Minutes of the meeting held on 6 February 2020 Matters arising (attached) Independent Advisory Member recruitment Chair and Chief Executive's report Draft Annual Report 2019-20 LGSCO business plans for 2019-20 and 2020-21 (attached) Budget 2020-21 Quarterly budget monitoring as at th ...

Commission meeting - 31 October 2024 Welcome and introductions Apologies Declarations of interest Any other business Minutes of the meeting held on 18 July 2024 Matters arising (attached) Chair and Chief Executive's reports (attached) LGSCO Business Plan 2024-25 (attached) 2021-24 Three year plan reflections LGSCO approach to environment and sustainability Policy programme update Customer Satisfa ...