How long will this take?
Naturally, we want to sort things out as quickly as possible. In many cases, the sooner you and the consumer send the information and evidence needed, the better. The amount of time it takes also depends on how complex the complaint is. Due to the high volume of correspondence sent to us, and number of telephone calls and emails received, we do not routinely acknowledge or respond to all of these instantly, we aim to respond to these within 7-10 days.
However, we aim to complete all cases within 90 days from receiving a complete case file. We will keep you posted on how things are going. You can see the average time it takes to close a case in our latest Annual Review.