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

Is there something wrong with this page?

You can report issues with the website using our website feedback form, which will go directly to the Web Team. This team will be unable to deal with your enquiry if it is not related to the website.