Yes, you can follow up on your complaint if you haven't heard back. If you're not satisfied with the response you received at Stage 1 of the complaints procedure, you can escalate it to Stage 2. However, this request must be made within 28 days of receiving the Stage 1 reply.
| Step | Details |
|---|---|
| Escalation Deadline | Must be within 28 days of Stage 1 reply |
| Acknowledgment | You will receive an acknowledgment within 5 working days |
| Full Response | You will get a full response within 20 working days |
If you're considering escalation, make sure to initiate the process promptly. You can submit your request for escalation or any further complaints using this online form.