Formal Complaints Procedure

Coronavirus service update

In the current circumstances there may well be a delay beyond our standard response time when replying to complaints.

Step 1 complaints procedure process
Within three working days	Your complaint will be passed to a member of staff to deal with and you will receive an acknowledgement.
Within 15 working days	We will have completed our investigation and will send you a written response. If we need more time to investigate we will keep you informed of our progress.

If you are not satisfied with our response we will pass your complaint to the relevant Head of Service to review the investigation.

Step 2 complaints procedure process
Within three working days	You will receive an acknowledgement from the Head of Service that they are dealing with your complaint.
Within 20 working days	The Head of Service will send you a written response. If more time is needed to investigate you will be kept informed of our progress.