Corporate complaints policy - Complaint handling procedure

Stage 1 

1. We will acknowledge and log complaints within 5 days of it being received.
2. We will make sure the complaint goes to the right service, to make sure the appropriate service can take action.
3. We will provide a full response to Stage 1 complaints within 10 working days from date at which we acknowledged the complaint. 

Complex complaints can take longer to resolve, and we may require an extension. We aim for any extension to be no more than 10 working days (a total of 20 working days from date at which we acknowledged the complaint) without good reason. We will clearly explain the reason(s) to you if an extension is needed. 

If you are not satisfied with the Stage 1 response, we will provide clear instructions on how you can escalate your complaint to Stage 2. Please note, any request to escalate must be made within one calendar month of receiving your Stage 1 response. 

Our response will address all the points raised in the complaint, and we will provide clear reasons for any decisions made. 

Further complaints

 If other related complaints are raised during the Stage 1 process, these may be considered in the Stage 1 response. However, the new issues will be logged as a new complaint, if:

• the Stage 1 response has already been provided;
• the new issues are unrelated to the issues already being considered; or
• it would unreasonably delay the response. 

Stage 2

Most complaints are resolved at Stage 1. If you feel that the response provided is unsatisfactory or unfair, you may request a review of your complaint. Please ensure that your request for a review is submitted within one calendar month from the date you received the Stage 1 response. 

Once you have requested escalating to Stage 2:

1. We will acknowledge and log the request within 5 working days of the escalation request being received. We will set out our understanding of any outstanding issues and the outcomes the complainant is looking for.
2. A senior Council officer will review the matter and make sure the initial investigation was carried out properly. Note: the person reviewing the matter will be different to the person that considered the complaint at Stage 1.
3. We will send a full response within 20 days from date at which we acknowledged the escalation request. If during the review of your request it is identified that the matter is complex and may require additional time we may extend the response time. Where we feel an extension is required we will explain the reason(s) to you and provide the expected timescale for our response.

At the completion of Stage 2, we will confirm in writing to you:

• the complaint stage
• our understanding of the complaint
• the decision on the complaint
• the reasons for any decisions made
• the details of any remedy offered to put things right
• details of any outstanding actions
• details of how to escalate the matter to the Local Government and Social Care Ombudsman if you remain dissatisfied. 

Stage 2 of the complaint process is our full and final response. 

Bringing your complaint to the Local Government and Social Care Ombudsman

 If you are not satisfied with Council’s response, you can bring your complaint to the Local Government and Social Care Ombudsman (LGSCO). You must register your complaint on their website. The LGSCO’s website has a step-by-step process explaining how to make a complaint. The Local Government and Social Care Ombudsman contact details are:

Address: Local Government and Social Care Ombudsman, PO Box 4771, Coventry CV4 0EH

Phone: 0300 061 0614 

Website: www.lgo.org.uk 

Email: enquiries@lgo.org.uk