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    Stage 1

    Response from the line manager

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

    This is an image of a bullet point We will tell you the name and position of the immediate line manager who is dealing with your complaint.

    This is an image of a bullet point You will receive a full response within 10 working days. If this is not possible, we will send you a letter explaining why there is a delay and saying when you will receive a full response.

    This is an image of a bullet point The response will give you the chance to have your complaint dealt with in the second stage of the complaints procedure if you are still unhappy. It will ask you to explain why you are not happy with the stage 1 response.

    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 20 working days. All other parts of the procedure outlined above do apply.