Stage 1
The Council aims to resolve most Stage 1 complaints promptly with an explanation, apology or resolution provided to the complainant where appropriate. Complaints will be acknowledged and logged at Stage 1 of the complaint’s procedure within 5 working days of the complaint being received.
The Council will provide a full response to Stage 1 complaints within 10 working days of the complaint being acknowledged.
Should this timescale need extending due to the complexity of the case, or for another reason, the Council will inform you of the expected timescale of the response. Any extension will be no more than 10 working days without good reason, and the reason(s) for the extension will be clearly explained to you.
The complaint response will address all points raised in the complaint and provide clear reasons for any decisions along with any appropriate recommended remedies. If any points of your complaint cannot be considered under this Complaint Policy, then they will be identified and where possible the appropriate route for your complaint to be taken will be explained.
The response will also provide details on how to request that your complaint is considered at Stage 2 of the Council's procedure, should you remain dissatisfied.
If you raise additional points of complaint whilst your complaint is being considered at Stage 1 they will be incorporated into the Stage 1 response. However, if you raise additional points after you receive your Stage 1 complaint response these may need to be considered as a new complaint.