If you are not happy with our reply, you can ask us to look at your complaint again. We will expect you to go through the following stages. If you miss a stage of the complaints procedure, we will usually expect you to go back to it.
- Stage 1 - Send us your original complaint within three months of the event. We aim to respond within 15 working days. If you are not happy with the outcome, let us know within eight weeks.
- Stage 2 - Ask for another manager or director to review your complaint. We aim to respond within 10 working days. If you are not happy with the outcome, let us know within eight weeks.
- Stage 3 - Ask for a complaints panel to carry out a final review. We aim to respond within 15 working days of the panel hearing.