Stage 1 Frontline Resolution Always try to resolve the complaint quickly and to the complainant’s satisfaction wherever possible.
Provide a decision on the complaint within five working days unless there are exceptional circumstances.
Is the complainant satisfied with the decision?
If yes then... Complaint closed and outcome recorded.
If no then go for Stage 2 Complaint/Investigation.
1. Investigate where the complainant is still dissatisfied after communication of decision at Stage 1.
2. Investigate where it is clear that the complaint is particularly complex or will require detailed investigation
Send acknowledgement within three working days.
Provide the decision as soon as possible but within 20 working days, unless there is a clear reason for extending this timescale. Include information on Scottish Public Services Ombudsman.
Communicate the decision in writing. Advise the complainant about the SPSO and time limits