Complaints policy and procedure

11.1    If a customer is not satisfied with the Stage 1 reply, they can request that the complaint is reviewed at Stage 2 of the complaint procedure.
11.2    The aim of the second stage of the process is to undertake a further investaigation of the complaint and review the handling and outcome of the first stage complaint.
11.3    A Stage 2 complaint will be reviewed by an officer/manager more senior to the person who investigated the Stage 1 complaint or an equivalent level from an independent service to the officer who investigated the complaint.
11.4    We will acknowledge the request to escalate the complaint to the second stage within 3 working days of receipt, advising the customer who will be dealing with the complaint.
11.5    The Stage 1 complaint investigation will be reviewed, and we will send a detailed response within 20 working days from the date the complaint was acknowledged.
11.6    For complex cases, the 20 working day timeframe may be extended for up to a further 20 working days, and the customer will be advised.
11.7    If we extend a timescale for response, we will also provide the customer with the Ombudsman details.
11.8    Responses will be provided when the answer to the complaint is known and not when outstanding actions to address the issue are completed.
11.9    Where further information is required from the customer, we may need to extend the response period. If we do not receive the information requested, we will respond based on the information we do have within the response timescales.  
11.10    If we extend a timescale for response, we will also provide the customer with the Ombudsman details.
11.11    The Stage 2 response is the council’s final response and we will advise the customer of their right to escalate matters to the  Ombudsman should they remain dissatisfied.