Hyndburn Borough Council Complaints Procedure

Stage 2: Making a Formal Complaint

If you are not happy with the response you receive at Stage 1, you can contact us within a month and ask for an investigation at Stage 2.

We need to know:

  • which part of the complaint you feel wasn’t handled well;
  • what impact this has had; and
  • what action you would like to be taken.

An officer not previously involved, usually a Team Leader or Manager from within the service concerned, will write to you with the outcome of the investigation and any actions resulting from it.  We may ask an independent service manager to look at the complaint instead – we will decide on this depending on the circumstances.  The Stage 2 officer may also require further advice: for example, any complaint that involves possible unfair treatment on the basis of the Equality Act 2010 will draw upon appropriate advice from the operational lead for Equality and Diversity, or advice may be needed from the Council’s legal team.

We will aim for 20 working days for this response and explain the reasons if there is a delay.