Complaints and Feedback Policy

If you’re still unhappy, we can review your complaint. We ask that you tell us why you are unhappy with the stage 1 response as this can help the stage 2 review to focus on any matters you feel have not been addressed.

At this stage, a senior officer who has not had any previous involvement in the case will:

• Look at everything again, fairly and thoroughly.
• Consider any new information you provide.
• Explain whether we agree with the first decision or change it.

If we are satisfied the matter was properly considered at stage 1, the stage 2 process may simply confirm the council’s position and signpost you to the Ombudsman without further investigation of the complaint.

Where further review is required, we aim to respond to you within 20 working days of acknowledging your complaint escalation. When considering the complexity of the complaint, if we feel more time is needed, we will let you know when you can expect a response. We should not take longer than 40 working days to respond to you at stage 2 without good reason. If we need to take longer than 40 working days to respond at stage 2, we will explain why.

When we respond to you at Stage 2, we will signpost you to the Ombudsman.

The Complaints and Feedback Team continues to oversee stage 2 complaints, ensuring deadlines are met and offering advice and support to the investigating officer. We will keep a record of the stage 2 outcome.