Ask for a review of your complaint response
If you are not happy with our initial response to your complaint, you can ask us for a review.
We carry out the review to ensure that we:
- looked at everything your original complaint in detail
- have correctly addressed your complaint
- address your complaint now, if we have not already done so
How to ask for a review
When we respond to your complaint, our response email will include a review link. You need to use this to ask for a review, stating the reason why.
An independent senior officer who has not be involved in stage 1 will then review your complaint and our response.
If your complaint relates to the conduct of the Director, a different Director or the Chief Executive will carry out the review.
What happens next
Once we have received your review request, we will:
- acknowledge your letter within three working days
- review the Stage 1 investigation
- send you a written response within 20 working days of receiving your letter, explaining the result of the investigation