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    Stage 2

    Investigation by senior independent officer

    This is an image of a bullet point We will let you know we have got your letter within three working days of receiving it

    This is an image of a bullet point We will give you the name and phone number of the senior officer who is investigating your complaint. This will not be the same person who has investigated stage 1 of your complaint. They will work independently of the service area involved in your complaint.

    This is an image of a bullet point The officer will contact you to arrange an interview so they can talk to you about your complaint and find out what you think we should do to put it right.

    This is an image of a bullet point The officer will investigate your complaint in line with our Good Practice Guidelines for Investigating Officers and write a report on their findings.

    This is an image of a bullet point They will send the report to the suitable head of service to make a decision.

    This is an image of a bullet point You will receive a full written response within 30 working days of us receiving your letter, or we will tell you about any delay and give you a new date for when you should receive a response.

    This is an image of a bullet point The response will give you the chance to send your complaint to the final stage of the complaints procedure.

    This is an image of a bullet point Please write back within one month of receiving the response saying why you want to go to stage 3.

    This is an image of a bullet point Please note that, in line with Government Legislation, social care complaints are covered by a different standard. As such the target for these complaints is 65 working days. All other parts of the procedure outlined above do apply.