How long will it take for my complaint to be investigated?
SCRA will always try to resolve a complaint at the initial point of contact if possible. If a complaint is complex or requires a detailed investigation, it may take longer to resolve. If this is the case, your complaint will be acknowledged within three working days and you will receive a full response to your complaint within 20 working days.
However, very occasionally and in extremely complex cases, it may be necessary to take longer than this to ensure that your complaint is fully investigated e.g. if someone who we need to speak to is not available. If this happens we will write to you to tell you this.