We are currently experiencing some issues with our phone lines

We apologise for any inconvenience this may cause and are working to resolve the problem as quickly as possible.

For alternative ways to contact us, visit our contact us webpage >

Complaints procedure

Pages in Complaints procedure

  1. 1. Complaints Policy
  2. 2. Stage 1 complaints
  3. 3. You are here: Stage 2 complaints
  4. 4. Local Government and Social Care Ombudsman and Housing Ombudsman
  5. 5. Further Information

3. Stage 2 complaints

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 5 working days and a full response (or reason why one cannot be given and when one can be expected) within 20 working days.

To progress your complaint to stage 2 of the process, email: democratic@reigate-banstead.gov.uk. Please include your name and stage 1 reference number e.g. CC-12345678  in the subject line.

It is important that you don’t simply reiterate the complaint you made at stage 1 but address the following points:

  • Were any of the issues addressed in your stage 1 complaint not covered in the response?
  • Were any of the factual findings provided at the stage 1 response incorrect?
  • other reasons, please elaborate on the specific matters that you require to be investigated at stage 2