If you haven't received a response within the expected time frame regarding your complaint, first, you should allow for any extensions that may have been communicated to you. Typically, for stage one complaints, an extension could be for no more than 10 working days. If the time has passed and you still haven’t heard back, you can contact the council to inquire about the status of your complaint.
Should you remain dissatisfied, you have the option to escalate your complaint to stage two, which will involve a review by a senior manager. They will acknowledge your escalated complaint within 5 working days and aim to respond within 20 working days.
Here’s a quick reference table for your action steps:
| Action | Details |
|---|---|
| Contact Council | Inquire about the status of your complaint. |
| Escalate to Stage 2 | If still dissatisfied, request an escalation. This can be done without providing reasons. |
| Response Times | Acknowledge within 5 working days; full response within 20 working days after acknowledgment. |
For further assistance or detailed steps, you can visit the corporate feedback process page.