south1 wrote:I am thinking that the individual at stage 2 is maybe not aware of the decision of his boss at stage 3 which has maybe not yet been communicated to him. It is why I think that maybe if my complaint is passed to the individual at stage 2 and the decision wrongly taken at stage 3 is cancelled maybe the processing of my complaint can restart properly
I have checked the head of the department still exists
Do you think it likely that the head of the department, for which your complaint relates to, would be unaware of a decision that his boss has taken. Have you ever worked in a hierarchical organisation?
A CEO manages the entire council and will typically not be a subject matter expert. He or she will therefore rely on the senior members (or heads) of the department concerned to provide technical guidance on any complaint. The response to your complaint has almost certainly been prepared by that department with the CEO adding their name at the bottom.
How can you be sure that their decision is wrong? Have you sought independent specialist advice? You need something more tangible (than your own interpretation of the rules) to verify your stance.