Once you raise a complaint, we’ll keep you updated and let you know the outcome at each stage.
1
Stage One
10 days
We’ll acknowledge your complaint within 5 working days to let you know we’ve received it.
We’ll investigate what’s gone wrong and how we can fix it. Once complete, we’ll report back with what we found, what we’re doing to put it right, and say sorry.
Formal response within 10 working days of acknowledgement.
If you’re happy with the outcome, we’ll close your complaint at this stage.
If we are unable to meet this timescale it will not be without good reason and we will let you know.
2
Stage Two
20 days
If you’re not satisfied, we move to Stage Two. We’ll acknowledge your escalation within 5 working days.
We’ll re-investigate your complaint, this time involving a Head of Service for a fresh perspective.
Formal response within 20 working days of acknowledgement.
We’ll report back with our findings, say sorry, and let you know what we’ll do to put things right.
If we are unable to meet this timescale it will not be without good reason and we will let you know.
✓
Complaint closed
Resolution reached
By now, we hope we’ve reached a resolution and you’re happy for your complaint to be closed.
