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Most problems can be resolved by speaking to your Casework Advocate. If you need a friend or family member to put your complaint to your Casework Advocate, we would require a completed permission form. This can be obtained online and it would need to be signed and returned to us by Email or Fax. Casework Advocates aim to acknowledge complaints within three working days and fully respond to your complaint within seven working days by Email. Sometimes, Casework Advocates will need longer to investigate, if this is the case they will let you know. If your Casework Advocate has not resolved your complaint to your satisfaction within 14 working days and there is no reasonable justification for the delay, please proceed to Stage 2.

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