If the manager doesn't respond to your complaint, you can escalate the matter. According to council information, if you're dissatisfied after contacting the investigating manager, you can request an independent investigation (Stage 2). Here's a quick overview of the steps:
| Action | Details |
|---|---|
| Contact the investigating manager | It's usually best to follow up directly with the manager who handled your complaint. |
| Request an independent investigation (Stage 2) | If still unsatisfied, ask for an independent officer to review your complaint. This can be done within 10 working days of receiving the manager's response. |
| Stage 3 review panel | If you remain unhappy after Stage 2, you can request a meeting with a review panel. |
You can find more information about the complaint escalation process and how to make a formal complaint on the Stoke Council website.