How to escalate a complaint
How to escalate a complaint
If you're unhappy with our response to your initial complaint, you can escalate your complaint to Stage Two of the process. Please do this by replying to the Stage One response.
It is helpful if you provide:
- the reference number of the original complaint
- an explanation of why and how the initial response failed to fully address your concerns
- evidence showing which parts of the complaint were not fully addressed.
A senior officer from a different department will review your complaint. We will acknowledge your complaint within five working days and address it within 20 working days. If we need more time to respond we will contact you.
Find out more about how we deal with your complaint.
Page Last Updated: Thursday, 05 September 2024 at 01:48 PM