What to expect

You should expect an acknowledgement and the offer of a discussion about the handling of your complaint within three working days of it being received. If you accept, the discussion will cover the period within which a response to your complaint is likely to be sent. There's no set timeframe, and this will depend on the nature of your complaint. If, in the end, the response is delayed for any reason, you should be kept informed.

If you made a complaint but don't receive a response or decision for more than six months, you should be told the reason for the delay. Once your complaint has been investigated, you'll receive a written response. The response should set out the findings and, where appropriate, provide apologies and information about what's being done as a result of your complaint. It should also include information about how the complaint has been handled, and details of your right to take your complaint to the relevant ombudsman.