Your complaint will be confirmed with you, and then allocated to an investigating officer. This person will visit you, if you wish, to discuss the issues you have raised. An agreed timescale for the response to be completed will be made with you, then the investigation commenced.
The report, when completed, will be considered by a senior member of staff who will then write to you with their response to the complaint report. You will also receive the final report at this time. If the original timescales have not been achieved, you will have been informed previously of any delays.