In West Lothian, customer service response times vary depending on the nature of the inquiry. For frontline responses, the service aims to reply within five working days. If the inquiry progresses to an investigation stage, they must acknowledge the complaint within three working days and provide a full response within 20 working days.
Here's a summary of typical timelines for customer service inquiries:
| Response Stage | Timeline |
|---|---|
| Frontline Response | Aim to respond within 5 working days |
| Investigation Acknowledgment | Acknowledge within 3 working days |
| Investigation Response | Full response within 20 working days |
Additionally, during high volume periods or staff shortages, response times may be longer than usual, so it's always a good idea to remain patient or check back if you haven't heard anything. For further details, you might want to check the West Lothian Council contact page.
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