We know that the impact of Covid-19, and the associated public health measures, mean that businesses are having to work differently. CTSI, has set out its expectations for businesses’ complaint handling at this time, including what businesses should do in relation to handling and prioritising complaints. You can find the full detail of its statement on its website. We continue to engage with businesses where we can, to ensure that we can progress cases referred to us in a timely and efficient way.
We are committed to both consumer and businesses on our approach to assessing complaints relating to the range of targeted temporary measures introduced by the Government to help consumers during the pandemic and this may cause a delay in us responding to your case, which we will apologise for in advance but do ask you bear with us at this current time.