Stage 3: Making an Appeal
If you are unhappy with the manager’s reply you can appeal to the Council’s Head of Paid Service. He will acknowledge your appeal within 5 working days and will arrange for your complaint to be investigated again by a senior manager who is independent of the service you are complaining about. You will usually receive a full reply to your appeal in writing within 20 working days. Again, if your complaint is very serious or complicated, it may take us a little longer to complete the investigation, but we will keep you informed of our progress and let you know when you can expect to receive a full response.
Your appeal should be sent to:
Your appeal should be made in writing, either by letter or fax or you can complete our complaints form. If you need assistance, you can visit the Council Offices and a member of staff will take down details of your appeal.