We will look into your complaint thoroughly and fairly. We will be honest and polite and keep information you give us confidential to the process. We will apologise if we have made a mistake and we will tell you what we are doing to put things right.
First stage - Initial complaint
When we receive your complaint, we will let you know (either when you contact us, or within five working days) who is dealing with it. In most cases we will give you a full and clear response to your complaint within 20 working days. If this is not possible, we will let you know when you will get an answer.
Second stage - Formal investigation
If you are not happy with our response, you can ask for your complaint to be investigated on behalf of the Chief Executive. A letter of acknowledgement will be sent within five working days. You will get a written response with the decision usually within 20 working days.
Third stage - Review Panel
If you are still not happy, you have the right to proceed to the final stage of the County Council's complaints procedure, the Review Panel. You can ask for the way our complaint was dealt with to be independently reviewed by a Panel of County Councillors at which you have the right to attend. A Panel will normally meet within 20 working days from your request and the decision will be sent to you within five working days of the Panel meeting.
Sometimes there may be a reason why we decide not to escalate your complaint to the next stage. This might be because it becomes apparent that your complaint falls outside our complaints process or the matter could be better dealt with in a different way. We will let you know if this is the case.