Day 1 Day 5 Day 10 Day 15 Day 20+ Day 1: By Day 20: By agreed Day complaint In agreement date: received at with the Issue our investigation person making final or next working the complaint decision on day if date of possible, the receipt is a decide a complaint. day. revised Acknowledgement timescale for issued within bringing the three working investigation to days. a conclusion. Timeline examples The following illustration provides examples of the point at which we conclude our consideration of a complaint. It is intended to show the different stages and times at which a complaint may be resolved. Day 1 Day 3 Day 8 Day 20+ Complaint Complaint Complaint Complaint Complaint Complaint 1 2 3 4 5 6 The circumstances of each complaint are explained below: Complaint 1 Complaint 1 is a straightforward issue that may be resolved by an on-the-spot explanation and, where appropriate, an apology. Such a complaint can be resolved on day one. Complaint 2 Complaint 2 is also a straightforward matter requiring little or no investigation. In this example, resolution is reached at day three of the early resolution stage. Complaint 3 Complaint 3refers to a complaint that we considered appropriate for early resolution. We did not resolve it in the required timeline of five working days. However, we authorised an extension on a clear and demonstrable expectation that the complaint would be
Day 1 Day 5 Day 10 Day 15 Day 20+ Day 1: Day complaint received at investigation or next working day if date of receipt is a day. Acknowledgement issued within three working days. By Day 20: In agreement with the person making the complaint possible, decide a revised timescale for bringing the investigation to a conclusion. By agreed date: Issue our final decision on the complaint. Timeline examples The following illustration provides examples of the point at which we conclude our consideration of a complaint. It is intended to show the different stages and times at which a complaint may be resolved. Day 1 Day 3 Day 8 Day 20+ Complaint 1 Complaint 2 Complaint 3 Complaint 4 Complaint 5 Complaint 6 The circumstances of each complaint are explained below: Complaint 1 Complaint 1 is a straightforward issue that may be resolved by an on-the-spot explanation and, where appropriate, an apology. Such a complaint can be resolved on day one. Complaint 2 Complaint 2 is also a straightforward matter requiring little or no investigation. In this example, resolution is reached at day three of the early resolution stage. Complaint 3 Complaint 3refers to a complaint that we considered appropriate for early resolution. We did not resolve it in the required timeline of five working days. However, we authorised an extension on a clear and demonstrable expectation that the complaint would be