Yes, you can escalate the issue if you don’t get a response. Medway Council has a process in place where, if you're unsatisfied with the response to your initial complaint (stage 1), you can make a stage 2 complaint. This allows for a review by someone not involved in the first response.
Here’s a quick summary of the steps to escalate your complaint:
| Step | Details |
|---|---|
| Stage 1 Submission | Get a response from the council regarding your first complaint. |
| 30-Day Time Frame | You have 20 working days from receiving the stage 1 response to escalate to stage 2. |
| Stage 2 Submission | Complete the stage 2 complaint online form with necessary details. You can access it here. |
| Response Time | The council will acknowledge your stage 2 complaint within 5 working days and aim to respond within 20 working days. |
If you still feel the issue hasn't been handled properly, you can contact the Local Government and Social Care Ombudsman for further assistance.