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Ok..... so the key issue here is ....what does the LeO mean by "Standardised procedure."

if what is being proposed is a model complaints procedure setting out the time scales and what the complainant can expect of the process, then I see no difficulty especially for those forms who do not have a proper procedure.

If what is being proposed is a "standardised response" then I share the disquiet expressed below. What person A might want from their complaint could be entirely different in the case of person B.