Communicating with us

When you first make a report to us, we will let you know as soon as we can that we have received your report. This is usually within 10 working days.

As we do not represent you, we do not provide regular case updates. We will contact you if we need more information from you.

Making a decision

We aim to deal with reports as soon as possible but it can take up to 12 months for us to investigate a case and either:

Some cases may take longer than this. For example if:

  • the case is complex;
  • we have to wait for information from other people; or
  • we have to wait for the outcome of another organisation’s investigation.