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.
Decision type: Non-key
Decision status: Recommendations Approved
Notice of proposed decision first published: 20/06/2022
Decision due: 1 Jun 2022 by Head of Governance, People and Performance