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.
Delaying carrying out instructions is one of the main reasons for a complaint, and we also sadly see delays in dealing with any complaint. Before approaching us, a complainer usually must give a firm days to resolve their concerns internally, so ideally you’ll complete your process within that time. Set a realistic timeline that will allow you to investigate and report back. If you need an extension, tell the complainer as soon as possible and agree a new date for your response. Your answer should demonstrate that you've used the time well to consider all points raised. This will help build trust with the complainer and show your commitment to resolving the issue. Good complaint handling can certainly lead to increased customer loyalty and positive referrals. So it's not just the right thing to do, it’s also good for your business.
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.