If we agree that your complaint cannot be resolved locally, and that it needs to be investigated, we will appoint an investigating officer to look into your complaint. The investigating officer will contact you and write down the things you are unhappy with and what you want done about them. This is your complaint statement.
The investigating officer will discuss with you how long the investigation is likely to take. The investigating officer will write a report and may make recommendations to the relevant head of service.
You will receive a copy of the investigating officer's report and a letter from the head of service setting out what the propose to do to sort out the complaint. If you are not satisfied with the final decision, or the way the local authority have dealt with your complaint, you may contact the Local Government Ombudsman directly.