Making complaints

Step 3: Asking the Chief Executive to review your complaint

If you are not happy with the letter you get from the Head of Service, you can ask the Chief Executive of the Council to look at your complaint. You should write to the Chief Executive and explain why you are unhappy with the letter from the Head of Service.

The Chief Executive will write to you straight away to acknowledge your Step 3 complaint. Your complaint will be looked at again. This time, it will be looked at by staff from the Chief Executive's Office, not by somebody who works in the service area your complaint is about. The review will include looking at the way in which the Council's policies and procedures have been applied.

To find out why you are still unhappy, they might:

write to you
ring you
invite you to come and talk about it
offer to come and see you to talk about it.

Then they will look at all the information from you, and from the service you have complained about. The Chief Executive will then decide what action we should take. This will be explained to you in a letter.

If you have any questions during Step 3, you can ring the Chief Executive's Office and we will try to help.