WHAT HAPPENS AFTER YOU MAKE A COMPLAINT?
WHAT HAPPENS AFTER YOU
MAKE A COMPLAINT?
The organisation you send your complaint to should send you a letter, acknowledging the complaint, no later than three working days after they receive it. Sometimes they may ring you to acknowledge the complaint instead of sending a letter.
They should offer to discuss what you want to get from making the complaint (if it’s not clear), how they will handle the complaint and how long it will take them to send you a response letter. If you don’t want to have a discussion, they must still tell you in writing when the investigation is likely to be finished and when you should get their response.
If you have made the complaint verbally, you should be given a copy of your verbal statement and asked to confirm that it contains the issues you wish to raise.
If you have asked for a local resolution meeting then this should be arranged.
HOW LONG WILL IT TAKE TO GET A RESPONSE LETTER?
There are no limits on how long it will be before you receive a response letter but it has to be in a reasonable time. The timescale will depend on a number of things including how complicated your complaint is.
If the response is are going to take more time than was originally agreed then they should get in touch and let you know this and give you a revised date.
If you don’t receive a response for more than 6 months, you can contact the Parliamentary and Health Service Ombudsman.
In our experience complaints can
take anything from 3 months to over a year.