If you do not receive a response within the stated time for your complaint, you have options for escalation. You can request a review of your complaint at Stage 2 of the procedure if you are not satisfied with the outcome or handling of your complaint.
Here’s a quick summary of the steps you can take:
| Action | Details |
|---|---|
| Request Stage 2 Review | Notify the council within 2 months of the Stage 1 response. You do not need to explain your dissatisfaction, but you can choose to share your reasons. |
| Escalation Methods | You can escalate your complaint online, by telephone, by email, face-to-face at any council office during office hours, or by post. |
| Requesting an Extension | If needed, you can request an extension to the two-month deadline in writing, which will be considered on a case-by-case basis. |
If you're unhappy with the response at Stage 2, you'll also be provided with the Ombudsman’s details to pursue your complaint further. For more information or to formalize your complaint, you can visit the Complaints Policy and Procedure page.