Stage Three - Formal Review

The Association hopes that the majority of complaints can be resolved at Investigation stage.  If you are not satisfied, you can request a formal review by the Director or Depute Director (whichever one did not complete the investigation). 

If your complaint was closed at an investigation stage and you are now wishing it to proceed to Stage Three it must be within 3 months of the date of when the Association was first advised of the informal complaint. 

At the review stage we will acknowledge all complaints within 5 working days from the date of receipt and advise you if it is the Depute Director or Director who is dealing with the investigation and responding to your complaint.

We will provide you with a full and final written response within 10 working days from the date we first received your complaint.  If your complaint is going to take longer than 10 working days to sort out, we will write to explain the delay and advise when you can expect to receive the full and final written response. 

The final written response will provide reasons and an explanation for the decision taken.  It will also explain the options available to you if your complaint is not upheld or you are dissatisfied with the response in any way.