Extending time limits
We aim to complete all complaints within the timescales above;
however, if a complaint is very complex it may occasionally be necessary
to extend the time limit. If this is the case, we will keep the
complainant informed of progress with the investigation, the reasons for
the delay, and the new deadline.
Following any stage of the procedure, a complainant has a maximum of
28 days from the date of the final response to request that their
complaint be progressed to the next stage.