Timescales for dealing with the complaint

Acknowledging a complaint

England, Scotland and Northern Ireland

Within three working days of receipt. In Scotland and Northern Ireland this must be in writing; in England it can be either orally or in writing.

Wales

The complaint must be acknowledged in writing within two working days of receipt.

Resolving a complaint

England
Complaints must be resolved within six months of receipt, but practices are expected to investigate and resolve complaints as speedily and efficiently as possible and to keep the complainant informed about progress.

Scotland and Northern Ireland
The complaint must be responded to within ten working days of receipt and the complainant must be told of the reasons for any delay.

Wales
The complaint must be responded to within 20 working days of receipt and the complainant must be told of the reasons for any delay.

Arrangements for independent review

England, Scotland and Northern Ireland

England, Scotland and Northern Ireland all have a two-tier complaints system: local resolution, with referral to the Ombudsman for independent review if the complainant is dissatisfied.

Wales
Wales has a three-tier system: local resolution, with referral to the Independent Review Secretariat for dissatisfied complainants, who can then approach the Public Services Ombudsman if they are still dissatisfied with the outcome.