Could you please provide me with the guidance provided to RBWM staff that enables them to correctly respond to stage 1 and stage 2 complaints? I imagine that these documents would detail how the complaints are to be investigated, internal timelines, interview review processes, document templates etc. To be more specific, I am looking for general complaints, not complaints relating to children's services. By the use of the word "guidance", please consider this to be everything from procedures, emails, standards, etc.
All I have been able to find so far is the following that is just a just a general overview, and nothing specific.
https://www.rbwm.gov.uk/sites/default/files/2024-09/complaints_adults_children_and_corporate_policy.pdf