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It sets expectations for raising concerns initially with the original case owner or manager, and outlines timelines for submitting feedback. The guidance explains escalation to the Ombudsman Assurance Team (OAT), review criteria, possible remedies, investigation steps, and follow-up contact. It also covers positive feedback capture on Dynamics 365 and procedures for service complaints, including responsibilities across management levels and risk considerations.",{"@graph":69,"@context":123},[70,84,106],{"@type":71,"itemListElement":72},"BreadcrumbList",[73,77,79,82],{"item":74,"name":75,"@type":76,"position":8},"https://docshare.wps.com","Home","ListItem",{"item":78,"name":9,"@type":76,"position":14},"https://docshare.wps.com/document/",{"item":80,"name":40,"@type":76,"position":81},"https://docshare.wps.com/document/research-report/",3,{"item":83,"name":65,"@type":76,"position":19},"https://docshare.wps.com/document/service-model-policy-and-guidance-review-and-feedback-guidance-140/292834/",{"url":83,"name":65,"@type":85,"image":86,"author":91,"headline":65,"publisher":94,"fileFormat":97,"inLanguage":63,"description":67,"dateModified":98,"datePublished":99,"encodingFormat":97,"isAccessibleForFree":100,"interactionStatistic":101},"DigitalDocument",{"url":87,"@type":88,"width":89,"height":90},"https://docshare.wps.com/thumbnails/service-model-policy-and-guidance-review-and-feedback-guidance-140/292834.png","ImageObject",300,407,{"name":92,"@type":93},"Maya Linwood","Person",{"url":74,"name":95,"@type":96},"DocShare","Organization","application/pdf","2026-11-03","2026-09-17",true,{"@type":102,"interactionType":103,"userInteractionCount":105},"InteractionCounter",{"@type":104},"ViewAction",15,{"@type":107,"mainEntity":108},"FAQPage",[109,115,119],{"name":110,"@type":111,"acceptedAnswer":112},"How should a concern be raised when someone is unhappy with a decision or the service received?","Question",{"text":113,"@type":114},"Concerns should be raised initially with the original case owner, or if it is a service complaint, with their manager. 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The caseworker should then create a task for the manager to review, include the feedback content, set the subject as “positive feedback received,” and link the email to the record.","https://schema.org",{"og:url":83,"og:type":125,"og:title":65,"og:site_name":95,"og:description":67},"article",{"robots":127,"canonical":83},"index,follow",{"doc_id":129,"site_id":62},292834,1790038923,{"code":4,"msg":5,"data":132},{"doc_id":129,"user_id":133,"nickname":92,"user_avatar":134,"doc_module":4,"category_id":39,"category_name":40,"doc_title":65,"doc_description":67,"doc_content":135,"file_id":136,"file_url":137,"file_type":138,"file_size":139,"view_count":105,"is_deleted":4,"is_public":8,"is_downloadable":8,"audit_status":8,"page_count":140,"language":141,"language_code":63,"site_id":62,"html_lang":63,"table_of_contents":142,"faqs":143,"seo_title":144,"seo_description":67,"update_tm":145,"read_time":36,"preview_page_count":4},962084928432,"https://ap-avatar.wpscdn.com/davatar_155a257f0dc6eb9ab79c44ca47cae57d","Service Model Policy and Guidance: Review and feedback Guidance 14.0  \nContents  \nOur review and feedback process .......................................................... 4  \nPositive feedback ............................................................................. 4  \nComplaints about our service ............................................................... 5  \nComplaints about senior colleagues ....................................................... 5  \nHandling a service complaint ............................................................... 6  \nComplaints about our decision.............................................................. 7  \nHandling complaints about our decision .................................................. 7  \nOAT case review..............................................................................11  \nApproving review decisions.................................................................12  \nPossible actions following a review .......................................................12  \nOpening a new detailed investigation ....................................................13  \nFollow up contact regarding decision or service complaint ..........................14  \nJoint Working with the Local Government and Social Care Ombudsman ..........14  \nRisk Assessment ..............................................................................14  \nAnnex A: Capturing and feeding back learning points from a review...............15  \nVersion control and sign off  \n\n| Date | Version | Details |\n| --- | --- | --- |\n| 30/8/2024 | 14.0 | Signed off by Emily Sills (Head of Ombudsman Assurance )\u003Cbr>Minor updates to wording and insertion of guidance on handling complaints about senior staff |\n\nOur review and feedback process  \n1. When someone is unhappy with the decision we have made on their case, orthe service they have experienced, we expect them to initially raise their concerns with the original case owner, or if a service complaint, their manager. This is because the person who handled the case is normally best placed to resolve any concerns and answer questions about it.  \n2. We usually require the service user (including organisations) to raise any concerns about decision or service they received with the original case owner (or their manager ) within one month of the decision complained about. We may otherwise decide not to consider the feedback or challenge.  \n3. If the original case owner is unable to resolve a complaint about our decision, we will ask the person or organisation complaining to explain what they think went wrong in our decision making. This option is not available when we have closed a case on the basis it relates to a low-level injustice or impact as these decisions are not subject to the usual review process.  \n4. Once we have received a complaint about our decision the original caseworker and/or manager will determine if any further action needs to be taken to resolve the complaint. Or if it needs to be passed onto the Ombudsman Assurance Team (OAT ) because an argument or evidence explaining why the service user thinks our final decision is wrong has been presented. OAT will decide whether the case meets the criteria for review and oversee the review process. In addition to putting things right for service users, this will gather insight and learning from complaints about us to improve our service.  \n5. A review is not the same as looking at a decision again. When we look at areview request, we consider whether anything went wrong, and if so, what impact it had on our decision. If we find we did something wrong, we will either look to put things right, or offer another form of remedy if we cannot do this. We will only review a decision once, except in exceptional circumstances.  \n6. Our decisions are final and can only be challenged by Judicial Review. We recognise though that this is a technical and expensive process, so we will review a decision we have made on a ca","cbCaib2feNMA6onA","https://ap.wps.com/l/cbCaib2feNMA6onA","pdf",272504,16,"English","# Our review and feedback process\n# Positive feedback\n# Complaints about our service\n## Handling a service complaint\n## Complaints about senior colleagues\n## Complaints about our decision\n## Handling complaints about our decision\n# OAT case review\n## Approving review decisions\n## Possible actions following a review\n## Opening a new detailed investigation\n## Follow up contact regarding decision or service complaint\n## Joint Working with the Local Government and Social Care Ombudsman\n## Risk Assessment\n# Annex A: Capturing and feeding back learning points from a review\n# Version control and sign off","[{\"question\":\"How should a concern be raised when someone is unhappy with a decision or the service received?\",\"answer\":\"Concerns should be raised initially with the original case owner, or if it is a service complaint, with their manager. This is because the case handler is usually best placed to resolve the issue and answer questions.\"},{\"question\":\"Is there an automatic right to a review of a decision?\",\"answer\":\"No. Decisions are final and can only be challenged by Judicial Review. A decision review may be considered if new information shows an error that could change the decision, and there is no automatic right based on disagreement.\"},{\"question\":\"What is required for positive feedback after it is received?\",\"answer\":\"Positive emails, physical feedback, or call notes should be saved to the relevant case on Dynamics 365 promptly. The caseworker should then create a task for the manager to review, include the feedback content, set the subject as “positive feedback received,” and link the email to the record.\"}]","Service Model Policy and Guidance - Review and feedback Guidance 14.0 | PDF",1789656427]