Dear Mr Hook

Thank you for your letter dated 9th January 2012 concerning the delay and lack of communication in the Stage Two response to your complaint in respect of Children's Services.

I have taken the opportunity to look into this matter and I understand that you met with Mark Hughes and Lucille LeSueur on the 2nd November 2011 to discuss the details of your complaint, during which they alerted you that due to the nature and extent of the complaint and the volume of work in respect of investigation that the provision to extend the timescale from 35 working days to 65 working days would be in place.

Given that you note in your letter that you signed and delivered your amended record of complaint to Children's Services on the 22nd November 2011, we have not yet met the end of this timescale.  However, I do appreciate your frustration as detailed within your letter to me.

In respect of the ongoing investigation, I understand that attempts are being made to contact a key witness who has now left the employment of Sumshire County Council, and that this may be causing some of the delay.  However, as I am sure you will appreciate, given that we wish to ensure a full investigation it is important that we do make every effort to contact this individual.

I have asked George Trevithick (Complaints Manager) to share the content of your letter with Mr Hughes, so that he may contact you in respect of non-response to your email to him.

Again, I do appreciate your frustration, but would ask that you continue to be patient whilst the investigation takes its course and the outcomes reported back to you.  Should you not hear from us in respect of a response to the Stage Two investigation by the 16th of February 2011 (one week prior to our 65 working day deadline), please do not hesitate to contact me again.