Yes, complaint procedures across the UK include timescales.
In England and Wales, complaints should be made within 12 months of the date on which the matter occurred, or from when the complainant first knew about the matter.
In Scotland, the complainant has six months from when they become aware of the subject matter of the complaint, provided that is no more than 12 months after the date of the incident in question.
In Northern Ireland, complainants generally have six months to make a complaint, from the date of the incident in question.
If the complainant didn't know there was cause for complaint, they have six months from when they became aware of it, or 12 months from when the incident happened - whichever is sooner.
However, there is no time limit on the ethical duty to respond to complaints. We recommend responding to every complaint as far as it is possible to do so. Occasionally, for very old complaints, a fair and effective investigation may not always be possible, which could limit your response.
Explain to the complainant if relevant information is no longer available and consider what steps, if any, can reasonably be taken to investigate their complaint.
This page was correct at publication on 31/01/2025. Any guidance is intended as general guidance for members only. If you are a member and need specific advice relating to your own circumstances, please contact one of our advisers.