reg 142 Complaints
You are entitled to: (1) receive information from the service provider on how to make a complaint, including contact details and the process for dealing with a complaint; (2) make a complaint if you feel that your entitlements set out under the Code have not been met by service providers; (3) receive either an acknowledgement of your complaint or full response to your complaint within 10 working days of receipt of the complaint; (4) if you receive an acknowledgement of your complaint, be given information on the internal complaints process of the service provider to whom you are complaining, including a timeframe for receiving a substantive response where appropriate; (5) receive a full response from the relevant service provider within a set timeframe, provided in an accessible language and format.