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For the people who don't have a standardised their complaints procedure - here is an extract from Lexcel 6.1 Section 6.5 - " ...(e) once a complaint has been made, the person complaining is informed in writing:
(i) how the complaint will be handled; and
(ii) in what time they will be given an initial and/or substantive
response..."

There's more - but that's the essence of it - tell the client what is going to happen and when.

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