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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Summary of progress against 2021-22 External Auditor's Recommendations (ISA 260) as at 3 October 2023

| Annual report and accounts | Corporate

This document lists the recommendations for improvement set out by Deloitte, our external auditor, in their ISA 260 report for 2021/22. It summarises progress as at 3 October 2023 using a red / amber / green system. These recommendations applied to both 2020/21 and 2021/22.

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Download Summary of progress against 2021-22 External Auditor's Recommendations (ISA 260) as at 3 October 2023 publication as pdf
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Download Summary of progress against 2021-22 External Auditor's Recommendations (ISA 260) as at 3 October 2023 publication as word document