Responding to Complaints. KCC will lead on the handling and management of complaints relating to the Adoption Partnership South East and, where required, liaise with the Complaints Manager/Team of the respective Partner in developing a suitable response. Responses should be provided within a maximum of 20 working days, unless there is valid reason why this cannot be achieved. Complainants should be kept informed of time frames. Where there is multi-agency involvement a timescale will be agreed by negotiation, it is recognised that multi-agency investigations take longer to respond to. If issues arise with meeting time frames it may be necessary to send separate responses to complainants; this should be in negotiation with the complainant and would be as a last resort. The Head of Adoption will be responsible for responding to all complaints about the agency. All complaint responses must be approved and signed by the Head of Adoption.
Appears in 2 contracts
Sources: Partnership Agreement, Partnership Agreement