Your complaint will be acknowledged by the Solutions Team by letter or email to confirm we have received it. It will be sent to the relevant service for investigation and response at Stage 1 of the Corporate Compliments Comments and Complaints Policy (CCC). If we have made a mistake, this stage allows the service to put things right and make an apology.
The acknowledgement letter will tell you the name and telephone number of the Solutions Team Officer coordinating your complaint and how long the investigation is likely to take.
In normal circumstances, we will aim to respond to your complaint within 20 working days of receipt and you will usually receive a response direct from the service you complained about. Sometimes, more complex issues may take longer but we will keep you informed of our progress and will inform you, in writing, of any delays in our response.
If you are not satisfied with our Stage 1 response you have the opportunity to escalate your complaint to Stage 2 of the CCC Policy. Please write to the Solutions Team within 21 days of the date of the Stage 1 response letter, your letter should say why you are unhappy with the Stage 1 response and what outcomes you would like to see as a result of a Stage 2 investigation.
Your Stage 2 complaint will be referred to a Solutions Officer who will review the investigation of your complaint at Stage 1. The Solutions officer may challenge the initial investigation of the service. The Solutions officer will make recommendations for service improvements as appropriate and will then write to you to give the Council’s final response to your complaint within the Corporate Complaints Process.