Response times
The complaint should be:
- Acknowledged within 3 working days.
- Responded to within 10 working days.
When a written complaint (or a verbal complaint that the person wishes to progress as formal) has been received, it should be forwarded immediately to the nominated complaints officer within your organisation to ensure that the acknowledgement can be carried out within the given timescale.
Honest Broker
If the Strategic Planning and Performance Group is involved as an ‘honest broker’ responding within the response time of 10 working days is less likely. Therefore the legislation allows for a 20 working day timeframe.