Stage 2 Complaint: Formal Investigation
A Stage 2 investigation can be undertaken if you have not received a response at Stage 1, are not happy with the response received or think your complaint has not been considered properly.
At Stage 2 it would be helpful if you could provide some information on the issues with which you remain unhappy, the reasons why you think these issues were not properly addressed at Stage 1 as well as any details of the outcome you are hoping for.
You will receive an acknowledgment of your Stage 2 complaint within 5 working days.
The relevant complaints officer for the service / service area will undertake the investigation which will include a review of all relevant correspondence and often incorporate discussions with yourself and relevant officers from the service /service area concerned to enable a fuller response to be provided.
Usually a response to your complaint will be provided within 20 working days. Where this is not possible you will be informed in writing of the reason for the delay before the response deadline, together with the date you can expect to receive a full response.
When you receive the outcome you will also receive an equalities monitoring form which we ask you to complete and return to us to help us to make sure that no-one is discriminated against when accessing our services and to ensure everyone is treated fairly and equally.