Complaints procedure summary
| Action | Delay | After |
|---|---|---|
| Acknowledgement of receipt | 10 working days | Reception of complaint by the Complaints Mechanism |
| Response to complainant(s) or Holding letter to complainant(s) in case of complexity or for reasons beyond the sphere of influence of the Complaints Mechanism |
40 working days | Acknowledgement of receipt |
| Response to complex complainant(s) | 140 working days or 100 working days |
Acknowledgement letter Holding letter |
In cases of problem solving, the deadlines may be extended in consultation with the complainants in order to allow for comprehensive stakeholder engagement and to meet legitimate expectations.
