If you are not satisfied with the response you receive at Stage 1, you can ask for your complaint to be escalated to Stage 2.

We will acknowledge this within 5 working days, confirming what we understand your unresolved concerns to be and who will be investigating at Stage 2. 

This will be someone who is separate from the person who investigated at Stage 1. We will provide a written response within 20 working days. If we need more time, we will discuss an extension with you.