Paragraph 142 ComplaintsI1

receive information from the service provider on how to make a complaint, including contact details and the process for dealing with a complaint;

make a complaint if you feel that your entitlements set out under the Code have not been met by service providers;

receive either an acknowledgement of your complaint or full response to your complaint within 10 working days of receipt of the complaint;

if you receive an acknowledgement of your complaint, be given information on the internal complaints process of the service provider to whom you are complaining, including a timeframe for receiving a substantive response where appropriate;

receive a full response from the relevant service provider within a set timeframe, provided in an accessible language and format.