Policy Complaints procedure

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22. Complaints procedure stage 2

The complaint will be investigated by an appropriate officer, usually the Director for the service, with input from other officers as required. 

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 Service Director 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 Director’s response will include information about how to refer the matter to the Ombudsmen.