In some circumstances, it can currently take up to 4.5 months to conduct an initial assessment for some complaints, particularly if they are complex. We are doing everything we can to reduce this time. You can find average timescales for each stage of complaint handling across all types of complaints here.

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Please remember to complete and submit the References and Monitoring Form as part of your tender submission. 

 

To review the contract that the successful tenderer would be expected to sign, please see the PAA Service Level Agreement