You can expect a response to your complaint within ten working days. If your complaint is more complex, an additional ten working days may be added.
Here's a quick overview of the response times depending on the stage of your complaint:
| Stage | Response Time |
|---|---|
| Stage 1 | 10 working days (may extend to 20 days) |
| Stage 2 | 25 to 65 working days |
| Stage 3 | Review panel meets within 30 working days |
| Stage 3 Outcome | Decision sent within 15 working days |
If you're not satisfied with the initial response, you can escalate your complaint to Stage 2 within 20 working days. Also, keep in touch about any updates or delays regarding your complaint. For further details, you can read more or make a complaint online.