You can expect that we will:
- treat all information given seriously and confidentially
- act impartially, objectively and professionally
- keep you informed about the progress of your complaint should it go beyond the due date for a response to be issued
- provide a written response within our specified timescales
- record, monitor and evaluate our complaints so we may improve our services
Stage 1 - Service response
Your complaint will be answered by the department or service responsible for the issue, giving them the opportunity to resolve it promptly. We aim to acknowledge your complaint within 5 working days and provide a full response within 10 working days from the date of acknowledgement, usually from an investigating officer within that department. If we need more time to complete the investigation, we will inform you and provide an updated timescale.
Stage 2 - Review
The appeal stage of the process is an independent review carried out by an officer who has not previously been involved in dealing with the complaint. They will either support the original investigation findings, provide further clarification or propose a different solution to you. You will usually receive an acknowledgement within 5 working days and a response will be sent within 20 working days from the date of acknowledgement. Sometimes a complaint may take longer than the designated time, but you will be notified with a new timescale.
Stage 3 - Local Government and Social Care Ombudsman (LGSCO)
If you are still dissatisfied with the outcome of your complaint you may wish to take it to the LGSCO .
The Ombudsman can be contacted by writing, telephoning, faxing or emailing to:
The Local Government and Social Ombudsman
PO Box 4771
Coventry
CV4 0EH
Telephone: 0300 061 0614
You can also text ‘call back’ to 0762 481 1595 and the LGSCO will then return your call.
You may be charged by your provider for sending the text message.