Local authority Customer facing CHP [Word version]

You must normally ask us to consider your complaint at stage 2 either: 5 • within six months of the event you want to complain about or finding out that you have a reason to complain; or • within two months of receiving your stage 1 response (if this is later). [...] When using stage 2: • we will acknowledge receipt of your complaint within three working days • we will confirm our understanding of the complaint we will investigate and what outcome you are looking for • we will try to resolve your complaint where we can (in some cases we may suggest using an alternative complaint resolution approach, such as mediation); and • where we cannot resolve your compla. [...] After we have given you our final decision, if you are still dissatisfied with our decision or the way we dealt with your complaint, you can ask the Scottish Public Services Ombudsman (SPSO) to look at it. [...] If your complaint relates to a care service we provide, you can choose whether to complain to us or the Care Inspectorate. [...] If your complaint relates to a casre service you can choose to complain to us or to the Care Inspectorate.