Complaints procedure
Stage one
Your complaint will be directed to the right department. Stage one complaints are dealt with by the relevant service head or their representative. Your complaint will be acknowledged within 5 days, and we aim to respond within 10 working days of the complaint being acknowledged.
Stage two
If you are not happy with the response at stage one, you can ask for a final review of your complaint at stage two, this will be dealt with the assistant director of the relevant department. Please tell us the parts of the response you are unhappy with and the desired outcome. You should do this within 28 days of getting the stage one reply. Your complaint will be acknowledged within 5 days, and we aim to respond within 20 working days of the complaint being acknowledged.
Some complaints take longer
Some complaints can be complicated and may take longer to resolve. If we cannot give a full reply within the stated period, we will let you know why, what actions are being taken, and give you an expected date when we can give you an answer.