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How long will it take to reply to my complaint?

Complaints will be acknowledged within five working days and then replied to in full within a further 25 working days. Although we reply to the majority of complaints within 25 working days, if the matter is complex and requires greater investigation it may take longer. If this is the case, we will contact you again to let you know and advise how much longer it will take and why.

Please be advised that during the summer months we are experiencing an increase in emails and letters sent to us and, combined with a staff shortage, we may not currently be able to meet the deadlines published in our national complaints procedure although we will try our best.

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