When a complaint is received
When a complaint is received, we will -
- acknowledge receipt of the feedback within 3 working days of this contact with us. We aim to settle your concern during this initial contact wherever possible
- if we are unable to resolve your concern during this initial contact, we will undertake an investigation. We will inform you in writing of the outcome of the investigation within 20 working days of this contact
- if you are unhappy with the outcome, you have the right to appeal through the service area appeal process
We hope we can work with you to resolve your concern. If you are not satisfied with the outcome following your appeal, you may wish to contact the Local Government and Social Care Ombudsman.