ImprovementAreas: Complaints
See where your complaint stands at a glance
The top of every case now says, in one line, where it is and the date that matters: when they have to reply by, or when your next step opens.
Open a case and the first thing you see is where it stands, in plain words and with a date. “They have until 15 November to reply”, or “Written, not sent yet”, or “They’ve offered £25”.
What’s on it
- One headline with the date that matters. The day their time to reply runs out, counted from the day you sent it. Telecoms companies get six weeks, most others eight.
- A short timeline underneath. What’s done, with dates. What’s happening now. What comes next, by name, with the date it opens: the ombudsman where there is one, and small claims or your card provider where there isn’t. Shops selling goods don’t have an ombudsman, so we never name one for them.
- Their reply, in place. If they offer something, ask for more detail or say no, the buttons for it sit on that step. If they send their final response and the scheme’s own rules let you go to it straight away, the next step opens then, not weeks later.
- ”See what you sent”, one tap from the top.
It replaces four separate boxes that each said part of this, and sometimes disagreed with each other.
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