If the response to the complaint is not feasible, it will be investigated within the following time frames:
- Sending an acknowledgment of receipt within 2 working days of receipt.
- The complaint will be investigated within 15 business days and the response will then be sent.
- In individual cases where more time is needed for a thorough investigation, we will request an extension in writing. In the letter we will mention, in addition to the additional information we may need, the actions we have already taken and the actions that will be taken to complete the investigation so that the information is complete.