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General compliments or complaints

3. Stage 2 of the complaints procedure

At this stage, the Corporate Complaints Manager, who is nominated by the Chief Executive and is independent of the service concerned, will deal with your complaint.

We'll contact you to agree the issues that you would like us to investigate. We aim to provide you with a response within 20 working days.

However, complaints at this stage often take a little longer to investigate. If we can't meet our response date, you'll be told how long the investigation will take to conclude.

You will receive a decision letter. This will advise you of the findings of our investigation and the action taken in respect of your complaint.

The letter will advise that you have the right to contact the Local Government Ombudsman, should you remain dissatisfied with the Council’s overall handling of your complaint.