Formal complaints process
There are two stages to the complaints process:
You will receive an acknowledgement that your complaint has been recorded. This will also tell you who will investigate your complaint. This person is called a service investigator. He or she will review your complaint and try to respond to you within 10 working days. If your complaint is not resolved to your satisfaction at the end of the this stage you can request a further review.
The Head of Service or a nominated Senior Officer will conduct the review. They will seek to understand:
- your concerns
- if the resolution stage was undertaken fairly
- if the resolution conclusions were reasonable
They will identify any further remedies which may resolve your continuing concerns and respond to you within 15 working days.
If your complaint is not resolved to your satisfaction at the end of the review stage you can bring the matter to the Local Government and Social Care Ombudsman (LGSCO), or the Housing Ombudsman, for independent investigation.