A complaint must usually be referred to the Commissioner within three months of the date of the regulator’s decision letter.  Although the Commissioner can consider complaints received more than three months after the decision, he will expect the complainant to provide a clear explanation of why the complaint was sent late.

The Office of the Complaints Commissioner will acknowledge complaints within three working days, and inform complainants within four weeks how long the review of the complaint is likely to take.  Where there is or is likely to be a delay the Commissioner will keep complainants informed of the progress of his investigation on a regular basis.