Why this answer
What actually matters
- Councils have local complaint procedures, while some subjects have statutory complaint schemes or appeal routes.
- Children’s social care, planning, benefits and other areas can have different routes.
- Identify the subject before assuming the process.
What you could say
Keep the response tied to the actual rule.
Evidence
What to have beside you
- The exact request or complaint and date received
- Any acknowledgement, extension or refusal notice
- The statutory route or policy the body says applies
- Documents showing the decision, chronology and requested remedy
If they still refuse
Move the dispute forward.
- First identify whether this is a service complaint, statutory appeal, FOI/EIR review or data-protection matter.
- Use the correct internal review/complaint stage before the relevant ombudsman or regulator where required.
- Do not let a generic complaints process displace a statutory appeal or review route that has its own deadline.
Read the full rules