Timelines at the early resolution stage You must aim to achieve early resolution within five working days. The day you receive the complaint is day 1. Where you receive it on a non-working day, for example at the weekend or on a public holiday, day 1 will be the next working day. Day 1 Day 2 Day 3 Day 4 Day 5 Day 1: Day 5: Day complaint received by Early resolution the organisation, or next achieved or complaint working day if day of receipt escalated to the is a non-working day. investigation stage. The date of receipt will be determined by the organisation's arrangements for receiving and dating of mail and other correspondence.] Extension to the five-day timeline If you have extended the timeline at the early resolution stage in line with the procedure, the revised timetable for the response must take no longer than 10 working days from the date of receiving the complaint. Day 1 Day 2 Day 3 Day 4 Day 5 Day 6 Day 7 Day 8 Day 9 Day 10 Day 1: In a few cases where it is clearly Day 10: Day complaint received essential to achieve early Early resolution by the organisation, or resolution, you may authorise an achieved or next working day extension within five working days complaint if date of receipt is a from when the complaint was escalated to the non-working day. received. You must conclude the investigation early resolution stage within 10 stage. working days from the date of receipt, either by resolving the complaint or by escalating it to the investigation stage. Transferring cases from early resolution to investigation If it is that early resolution has not resolved the matter, and the person wants to escalate the complaint to the investigation stage, the case must be passed for investigation without delay. In practice this will mean on the same day that the person is told this will happen.
Timelines at the early resolution stage You must aim to achieve early resolution within five working days. The day you receive the complaint is day 1. Where you receive it on a non-working day, for example at the weekend or on a public holiday, day 1 will be the next working day. Day 1 Day 2 Day 3 Day 4 Day 5 Day 1: Day complaint received by the organisation, or next working day if day of receipt is a non-working day. Day 5: Early resolution achieved or complaint escalated to the investigation stage. The date of receipt will be determined by the organisation's arrangements for receiving and dating of mail and other correspondence.] Extension to the five-day timeline If you have extended the timeline at the early resolution stage in line with the procedure, the revised timetable for the response must take no longer than 10 working days from the date of receiving the complaint. Day 1 Day 2 Day 3 Day 4 Day 5 Day 6 Day 7 Day 8 Day 9 Day 10 Day 1: Day complaint received by the organisation, or next working day if date of receipt is a non-working day. In a few cases where it is clearly essential to achieve early resolution, you may authorise an extension within five working days from when the complaint was received. You must conclude the early resolution stage within 10 working days from the date of receipt, either by resolving the complaint or by escalating it to the investigation stage. Day 10: Early resolution achieved or complaint escalated to the investigation stage. Transferring cases from early resolution to investigation If it is that early resolution has not resolved the matter, and the person wants to escalate the complaint to the investigation stage, the case must be passed for investigation without delay. In practice this will mean on the same day that the person is told this will happen.
NHS_-Model_Complaints_Handling_Procedure-3_-October_2016.docx