The Council will remind relevant staff of the need to consider exercising discretion to depart from its policies, depending on the circumstances of the individual case. Where it decided not to depart from its policy, it should record its reasons and explain them to the individual.The Council will remind relevant staff that where a complaint is considered under the children's statutory complaints process includes issues that would usually be out of scope for that process, relevant officers from the services involved should be available for interview at stage 2 and to attend a stage 3 panel, to ensure that all issues can be properly considered.