Complaints procedure summary

Complaints procedure summary

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Action Delay After
Acknowledgement of receipt 10 working days Reception of complaint
by the Complaints
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.