What Happens Next?
What a customer can expect?
- We will treat all information given seriously and confidentially
- We will act impartially, objectively and professionally
- We will keep you informed about the progress of your complaint
- Provide a full written response within our specified timescales
- Record, monitor and evaluate our complaints so we may improve our services
Stage 1 (Service Review)
The complaint will be answered by the department or service that has caused you any dissatisfaction allowing them to resolve the issue quickly. Your complaint will be acknowledged within 3 working days and a response will be sent to you within 10 working days by an investigating officer within the department. Sometimes a complaint may take longer than the designated time however you will be notified with a new timescale.
Stage 2 (Independent Review)
The investigation and response will be carried out by an officer who is independent to the department or service being complained about, typically a senior manager. You will receive an acknowledgement within 3 working days and a response will be sent within 20 working days. Sometimes a complaint may take longer than the designated time however you will be notified with a new timescale.
Compliments and Suggestions
Both compliments and suggestions will be acknowledged within 3 working days.