Paragraph 196 ComplaintsI1

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

receive:

within 10 working days;

if you receive an acknowledgement, information about how the organisation deals with complaints including how long it may take to get a full response where appropriate;

receive confirmation from the organisation you complain to that says they have got your complaint and when to expect an answer;

receive a full response from the organisation within the timeframe they set out.