I sent a complaint to a 'professional' business whose complaints procedure says they will acknowledge complaints within 2 working days and will "endeavour to provide a full response within 10 working days".
The ackowledgement was originated on day 2 but sent 2nd class so took 4 working days to reach me (plus a weekend in between). It is now 20 working days since they received my complaint and I have yet to hear further from them. I have rung twice to speak to the person who deals with the complaints - the 1st time I was told they were "in a meeting" the 2nd time that they had left the office for the day (at 3.30pm). I have now left 2 messages since Monday for a call back and I have still heard nothing.
AIBU to think that if you are going to have a complaints procedure (and publish this on your website) then you should actually stick to it. I appreciate that sometimes complaints have to be investigated and info gathered so they many take longer to respond to but in that event you should ring/write a further holding letter as a matter of politeness and to show that you take complaints seriously?