Following our consultation on a statement of complaints handling principles and guidance on model complaints handling procedures, we submitted a revised statement of principles to Parliament for its approval on 5 November 2010. Included in our submission to Parliament was an analysis of the consultation responses relating to the principles, together with a summary of how we took account of that feedback. The Local Government and Communities Committee considered the revised statement and recommended its approval by Parliament. The Parliament approved the statement on 12 January 2011 and we published it on 19 January 2011.
We also analysed the comments received in relation to the guidance on model complaints handling procedures (model CHPs). We received comments from 92 organisations or individuals and were encouraged by the breadth, depth and detail of the contributions which covered all parts of the proposed guidance. We produced a detailed analysis of the key issues raised in these responses with a view to publishing revised model CHP guidance at the end of February 2011.
Updated 23 February 2011.