After your complaint is assessed by Medway Council, there are several potential outcomes depending on the stage of the complaint process and the nature of the issues raised. Here’s how it generally progresses:
| Stage | Outcome | Time Frame |
|---|---|---|
| Stage 1 | Complaints sent to the service manager; most are resolved at this stage. | Response aimed within 10 to 20 working days. |
| Stage 2 | Handled by an Investigating Officer and an Independent Person, review of the complaint occurs. | Outcome provided within 65 working days. |
| Stage 3 | A panel reviews the complaint and how it was handled, providing recommendations. | Decisions communicated within 15 working days after the hearing. |
| Further Action | If still dissatisfied, you can escalate to the Local Government and Social Care Ombudsman. | - |
Most issues are typically resolved during Stage 1. If the outcome is unsatisfactory at any stage, you have the opportunity to escalate the complaint further, ensuring your concerns are addressed. You can find more details or start the process through the Medway complaints page.