Stage 1 - resolution
This is the first opportunity for the service to resolve a complaint. Most complaints are resolved at this level, and we will ask the Team Manager or a Senior Manager responsible for the service you have complained about to investigate and respond.
We aim to respond to your allegations within 15 working days. However, if this is not achievable, we will contact to let you know. We will always try to give you a realistic response date.
We will contact you with the outcome of the investigation and what, if any, actions have been taken to resolve your complaint.
In the unlikely event that you do not receive a response to your complaint within 10 weeks, you are entitled to escalate your complaint to a more senior officer within the relevant service area (unless you have been advised that an ongoing investigation is taking place).
How to escalate your complaint
The quickest and simplest way to escalate your complaint is via our website. Please quote your original complaint reference number.