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.
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.