SEARCH THIS SITE

• Business and trade
• Community life and leisure
• Council and government
• Education and learning
• Housing
• Jobs and careers
• Law and licensing
• Planning and the environment
• Social care and health
• Tourism and visitor attractions
• Transport and streets

Corporate complaints  >  Continuous Improvement (Corporate Complaints)  >  How we will respond to a complaint and how long will it take

How we will respond to a complaint and how long will it take

Details

When the staff member receives a complaint, he or she will try to sort it out immediately.

If it is not possible to sort out a complaint immediately, the following time limits will apply.

If we cannot fully respond straightaway, we will acknowledge your complaint in writing within 5 working days.

We will fully respond to all complaints within 15 working days of receiving them.

If there will be a delay in sorting out the complaint, we will issue a holding letter within 15 working days of receiving it, which gives an explanation of the reasons for the delay, details of any progress made and an estimated date for providing a full response.

If we still cannot sort out the complaint by the estimated completion date, we will issue further holding letters until we have completed the investigation.

Back to the Corporate Complaints Procedure home page.