Decision details

Minor Change to Response Times for Corporate Complaints

Decision Maker: Head of Governance, People and Performance

Decision status: Recommendations Approved

Is Key decision?: No

Is subject to call in?: No


Following updated complaints handling guidance from the Ombudsman, we are required to be compliant with regards to response times for Stage 1 and 2 complaints. The timescales they propose are in conflict with our policy and therefore we need to update our response times to ensure compliance.


Alternative options considered:

Option 1 - Do nothing, stay with the current policy
Option 2 - Change the deadlines in line with Ombudsman guidance

Publication date: 21/06/2022

Date of decision: 21/06/2022