• If we think we can resolve your complaint quickly without the need for a formal complaint investigation, we will contact to let you know. If early resolution is possible (within 5 working days) we will give you the option of how you would like to proceed.
• Formal complaints – we will acknowledge all formal complaints within 5 working days of receipt.
• Stage 1 Investigation stage – we will contact you to discuss the details of your complaint and complete a thorough investigation into your concerns. We will aim to respond to you in writing within 10 working days of acknowledgement.
• Stage 2 Review stage – if you remain unhappy with the outcome of your complaint you can ask for your case to be reviewed. We will ask you to provide details of the issues you feel remain outstanding or any new evidence that you have that we have not previously considered and what you feel we could do to put things right. We will aim to respond to you in writing within 20 working days of acknowledgment.