Issue - meetings
Annual Complaints Report and Annual Local Government Ombudsman Report 2025/26
Meeting: 27/07/2026 - Audit & Governance Committee (Item 10.)
10. Annual Complaints Report and Annual Local Government Ombudsman Report 2025/26 
PDF 775 KB
Purpose:
This report provides a review of the organisation’s complaints handling performance and service improvement over the financial year 1 April 2025 – 31 March 2026.
The report is written in line with the Councils Complaints Policy and Procedure which was introduced on 1 April 2025. The policy meets the requirements of the Local Government and Social Care Ombudsman’s Complaint Handling Code.
The report also presents the Annual Complaints statistics as provided by the Local Government and Social Care Ombudsman letter for the year 1st April 2025 – 31st March 2026.
Recommendations:
1. That the Committee note the content of the report and the Local Government and Social Care Ombudsman’s annual letter for 25/26.
2. That the Committee approve the recommended changes to the Complaints Policy and Procedure in relation to the use and response to Artificial Intelligence generated complaint.
Additional documents:
- Annex A - Cotswold District Council Ombudsman Letter, item 10.
PDF 133 KB
- Annex B - Cotswold District Council Ombusdman Complaints and Guidance, item 10.
PDF 117 KB
- Annex C - Example from Ombudsman Webpage, item 10.
PDF 66 KB
- Annex D - Complaints Policy and Procedure - CDC (final), item 10.
PDF 804 KB
- Webcast for Annual Complaints Report and Annual Local Government Ombudsman Report 2025/26