Principle 3 - A timely process
A complainer must allow a firm at least 28 days to consider their complaint, so we suggest that you should plan to complete any internal investigation and report back within that time.
Tip: It's never too late to resolve
Remember that your resolution attempts don’t have to end if the complainer approaches the SLCC.
To ensure a timely process, you should:
- Make sure the timelines you’ve set are realistic to allow for a proper consideration of the issues raised
- Respond as quickly as possible, within the time you specified OR
- Immediately let the client know, if you realise you need more time, and set a new date for a response
Demonstrate, in your answer, that you have used the time well to consider all the points made, and any proposed resolution.