reg 196 Complaints
You are entitled to: (1) receive information from the organisation on how to make a complaint, including contact details and the process for dealing with a complaint; (2) receive: (a) an acknowledgement saying that the organisation has got your complaint and is dealing with it, or (b) a full response to your complaint, within 10 working days; (3) if you receive an acknowledgement, information about how the organisation deals with complaints including how long it may take to get a full response where appropriate; (4) receive confirmation from the organisation you complain to that says they have got your complaint and when to expect an answer; (5) receive a full response from the organisation within the timeframe they set out.