We will aim to resolve your complaint within 3 working days. If this is not possible, we will carry out a complaint investigation and aim to complete this within 28 days.  A manager will contact you during the investigation to discuss your complaint.

We will write to you confirming the outcome of the investigation, explaining any actions we will take. 

Our Complaints Policy gives more information, including details of things we can’t consider under the Complaints Policy or fully respond to until another procedure has been completed. Some complaints about children’s and adults social care services for example are dealt with through different procedures that have been agreed by the Government.

Reviewing our decision

If you are not satisfied with our response you can ask for a more senior manager to review your complaint.  To request this, please contact the investigating manager named in our first formal response letter to you, or contact Customer Services, giving details of why you are not satisfied and what further action you want to be taken. They will aim to complete this review and write to you with their decision within 28 days. The review is the final stage of the Council's complaints procedure. 

Local Government and Social Care Ombudsman

If you are not satisfied with the review response you receive or you feel we have not handled your complaint properly you can contact the relevant Ombudsman.

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