The average time it takes the SIA to respond to complaints
Published 4 March 2025
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Request
I would like to know the average time taken to respond to complaints and to respond to requests for a response to enquiries in the last 12 months.
Response
The average complaint handling time from 1 February 2024 to 31 January 2025 was 12 working days. This is the time taken between us acknowledging the complaint and us sending a formal response in writing. We aim to respond to all complaints within 20 working days of acknowledgement. Over the past 12 months we achieved this in 99% of complaints.
[Ref: FOI 0544]