To escalate your complaint to Stage 2, you need to do so within five working days after receiving the Stage 1 response from the Council. This will involve submitting a request that will be logged and acknowledged. The Stage 2 process includes a review by the Chief Executive/Director, leading to a formal response.
Here's a quick overview of the steps for escalation:
| Step | Action Required |
|---|---|
| 1. Request Escalation | Submit your request within 5 working days |
| 2. Acknowledgement | Council will acknowledge this request |
| 3. Review Process | Review by Chief Executive/Director |
| 4. Response Time | Aim for a response within 20 working days |
If the complaint is more complex and requires more time, the Council will inform you of the delay and provide a new expected timescale. For more details, you can check the council's complaints page here.