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    All complaints received will be investigated in the strictest confidence.

    You will receive a written acknowledgement of your complaint within 3 working days.

    We will carry out an investigation and write to you about this within 20 working days. If we cannot give you a full response within 20 working days we will write to you to explain why.

    Once the complaint is resolved, a further full written response will be made within 5 working days of a conclusion and outcome being reached.