The Council’s complaint handling policy is in line with our published guidance – the Complaint Handling Code. However, we have identified fault with how it has dealt with this complaint because it did not carry out an action agreed in its final complaint response within the stated timescale and was unable to provide a record of how it completed another agreed action. In order to prevent similar faults from happening, the Council should review how it is applying its policy in practice, using this decision as part of that review, and tell us what action(s) it will take to improve the way it deals with complaints.