Written and email correspondence

We aim to respond to all written and email written correspondence within 10 working days. Where we are unable to do so, we will let you know why. If you do not hear from us within 10 working days you should make a formal complaint.

Complaints

We have a target to respond to complaints as follows:

  • Stage 1 within 10 working days
  • Stage 2 within 20 working days
  • Stage 3 within 35 working days

More information about complaints including our performance for complaints handling.

Freedom of Information requests

The Information Commissioner requires us to respond to all FOI requests within 20 working days.

Data Protection Act requests

The Information Commissioner requires us to respond to all DPA requests within 40 calendar days.