Formal complaints - stage 2
This section describes the third step of our complaints procedure.
If you are not satisfied with the outcome of the investigation at stage 1 or your complaint is about a particular Head of Service, you can write to the Chief Executive’s Department where a separate, independent internal investigation of the complaint will be carried out.
Here we will re-examine evidence and policy and will give a judgement to either uphold the original decision or offer a new solution. An acknowledgement will be sent within three days and a full response (or reason why one cannot be given and when one can be expected) within 21 working days.
Your Ward Councillor and/or the appropriate Executive Member or Chairman of the relevant Council Committee will be informed of your complaint and the outcome of the investigation.
Failure to reach a satisfactory solution through the formal complaints procedure means that you still have the right to refer the matter to the Local Government Ombudsman. To find out more click on the link below.
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Reigate & Banstead Borough Council
Town Hall
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Reigate
RH2 0SH
01737 276000
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