Policy Complaints procedure

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22. Complaints procedure stage 2

The complaint will be passed to the complaints officer for investigation on behalf of the monitoring officer. The complaints officer will acknowledge the complaint and outline to the complainant the council’s understanding of their on-going complaint.

The complainant will be encouraged to detail the reasons why they believe their complaint has not been resolved in order that the stage 2 investigation can be focused on the specific outstanding elements of the complaint.

The stage 2 response will be sent by the monitoring officer within 20 working days of acknowledgement where this is practical but where this is not possible due to the complexity of the matter to which the complaint relates or other exceptional or unforeseen circumstances, we will make this known to the complainant and provide an indicative timescale when a full response will be provided. The monitoring officer’s response will include information about how to refer the matter to the Ombudsmen.

When this policy has been published and will be reviewed

Policy published 11 December 2013 (due for review by 31 December 2022)