If you were not happy with the response given at stage 1, you should either request to the member of staff you are in contact with to progress the complaint to stage 2, or you should contact the Complaints Team.
If it is likely that a full response will be made within 5 working days of receipt of the complaint it will not be acknowledged. If it is unlikely that a full response will be made within 5 working days of receipt of the complaint, the Complaints Team will get back to you within 3 working days with the name of the Independent Senior Manager who will investigate your complaint at stage 2.
If your concern is straightforward, we’ll usually ask somebody from the service to look into it and get back to you. If it is more serious, we may use someone from elsewhere in the organisation.
We will aim to resolve concerns as quickly as possible and expect to deal with the majority within 20 working days. If your complaint is more complex, we will let you know within 20 working days why we think it may take longer to investigate and tell you how long we expect it to take.
The person who is investigating your concerns will firstly aim to establish the facts. The extent of this investigation will depend on how complex and how serious the issues you have raised are. In some instances, we may ask to meet you to discuss your concerns.