The expectation is that the majority of complaints should be considered (and resolved) at Stage 1
At Stage 1, we will discuss with the complainant their concerns and attempt to address the complaint as quickly as possible and find a way forward. Most Stage 1 complaints should ideally be concluded within ten working days, however this may not always be possible and therefore the aim will be for a conclusion to be reached within a maximum of 20 working days
If the matter is resolved, the organisation will write confirming the agreed resolution
Where the matter is not resolved locally, the complainant has the right to request consideration of the complaint at Stage 2. This request should ideally be received by the organisation within 20 working days so that momentum in resolving the complaint is not lost.