Our investigation process

We aim to resolve complaints as quickly and efficiently as possible and are working hard to reduce the time taken to complete investigations.

Our goal is to close cases within 11 months (on average). This includes the time it takes to allocate your case to an adjudicator.

Some complaints can be decided more quickly while others may take over a year depending on how complex they are and how quickly the parties involved respond to our requests for information.

This section has information on what to expect if we accept a case for investigation and how we make our decisions.