If your complaint is escalated to a higher stage, it will proceed to Stage 2 of the complaints process. This stage involves a further investigation of your complaint by a more senior officer or an independent service member. Here’s a quick overview of what to expect:
| Stage | Action | Timeframe |
|---|---|---|
| Stage 2 | Acknowledge the escalation within 5 working days. | Within 5 working days of your request. |
| Detailed response provided based on the investigation. | Within 20 working days (can extend up to an additional 20 days for complex cases). | |
| If an extension is needed, you will be informed. | Customer will receive information on the Ombudsman. |
During this process, you’ll have the chance to set out your reasons for remaining dissatisfied, although you’re not required to do so. If after Stage 2 you’re still not satisfied, you can escalate the matter to the Ombudsman for further review.
If you need to escalate a complaint, you can do so online, by phone, or by visiting a council office. For more details, check out Welwyn Hatfield's complaints process.
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