If you're unhappy with our response and want to take your complaint further, you must let us know. You'll need to do this within 20 working days of us completing stage 1.
If we accept your request for a stage 2 investigation, a senior council officer will review your complaint. They will not work for the service you're complaining about.
They will contact you as soon as possible. They'll double check the details of your complaint and why you want a stage 2 investigation.
They will also agree when they'll respond to your complaint by, and agree that date with you. It will not be any longer than 20 working days from the date they contact you. If it's not possible to meet this deadline, they will contact you to provide an update and agree a new deadline with you.
They will look at your complaint and send a report to the head of the service you're complaining about. The Head of Service will look at the report and make a decision about your complaint. This will be one of three things:
- your complaint is upheld - meaning the council did something wrong
- your complaint is partially upheld - meaning the council did something wrong
- your complaint is not upheld - meaning the council did not do anything wrong
If we did something wrong, we'll apologise and tell you what we'll do to put things right.
If you're still unhappy, you can complain to the Local Government and Social Care Ombudsman (LGSCO). You can also complain to the LGSCO if we refuse to take your complaint to stage 2, because we've already apologised and offered a way to fix the problem.