If you don't receive an acknowledgment within the specified time frame for your complaint, you should consider following up. Generally, for complaints handled at Stage 1, a response is expected within five working days. If you haven't heard back by then, it's advisable to contact the designated person handling your complaint to inquire about its status.
For Stage 2 complaints, you can escalate your issue if you haven't received a satisfactory response within the respective time limits.
Here’s a quick overview of the complaint process timelines:
| Stage | Response Time |
|---|---|
| Stage 1 | Within 5 working days |
| Stage 2 | Must be requested within 6 months or 2 months after Stage 1 response |
If you need further assistance or want to submit a complaint, you might want to refer to the complaints procedure directly on the City of Edinburgh Council website.