We will contact you within three working days of receiving your complaint to acknowledge it and make arrangements to address your concerns. It is helpful if you can provide a contact telephone number so we can speak with you to understand what you would like to happen as a result of making the complaint, and to discuss how this can be achieved. This could be a formal investigation, or possibly a meeting with the staff involved in your complaint.
If your complaint is formally investigated, we will agree a timescale by which we would hope to respond to you. If your complaint is formally investigated you will receive a written response that will hopefully answer all the concerns you raised. You will be kept informed and involved throughout the process.