Complaints & Appeal Procedures
Please let a member of staff know straight away if you are unhappy about something. We want to put things right as quickly as possible. Start by talking, writing to, or emailing the person you have been dealing with. Most problems can be sorted out this way. When a complaint is made, we will respond to you within 3 working days to confirm we have received the letter/email/phone call and to let you know the next steps.
STAGE ONE: INVESTIGATION
This will involve an appropriate officer, usually from the service area where the problem occurred, investigating your complaint. We aim to resolve the issue within ten working days. If we think it will take longer we will let you know.
In exceptional circumstances a more detailed investigation may be required. The person investigating your complaint will let you know if this is the case. This is called a commissioned investigation and will usually be completed within 25 working days.
STAGE TWO: REVIEW
If you are unhappy with the response you receive from the stage one investigation you can ask for review. You will need to do this within 10 working days of receiving your response from stage one. The review will not reinvestigate the complaint, but will look at your continuing concerns and what practical steps can be taken to address them. The review will usually be completed within 30 working days. You will be provided with a clear written response when the review is complete.