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We have significantly reduced the time it takes to let complainers know whether their complaints are admissible for investigation, and we are continuing to improve on these waiting times. You can find average timescales for each stage of the complaint handling process for all complaints on this page of our website.

Guidance on how we consider requests for extensions of time

| Complaint process policies | Complaints

This guidance will help people from whom we've asked for information or have to respond to a complaint understand how we consider requests for more time to get back to us. 

Download publication as pdf
Download Guidance on how we consider requests for extensions of time publication as pdf
Download publication as word document
Download Guidance on how we consider requests for extensions of time publication as word document