Dave sent the 64 page Stage 2 complaint by registered delivery to the Complaints department on Friday 18 November 2011 and it was received by them on Tuesday 22 November 2011 as the screenshot below illustrates.

It was officially received by them and signed for by 2011-11-22 14:29:42 GMT (or half past two in the afternoon of Tuesday 22 November 2011).  They should provide a response "within 28 days" according to their own complaints procedure.  That would make it Tuesday 20 December.  There is little doubt that it does mean 28 real days which is usually 20 working days.  28 days is 4 weeks and where else would one "pluck" the figure "28" days from except to mean four weeks.  However, in their typical ambiguous way, they keep specifying "days" and then pretending that it means "working days".  It is not acceptable because the governmental statutory procedures are unambiguous and state clearly when referring to "working days".  However, expecting them to be bending everything in their favour and against their clients' (what a joke - victims more like) then "within 28 working days" would mean a response could be expected by 4 January 2012.  That is in fact 43 real days but only 28 UK "working days".  They do have a caveat that "... if it is not possible to meet this deadline, you will be kept informed and a full response will be produced within three months."  Now there is no reasonable way they can claim the phrase "three months" can mean anything other than calendar months.  The phrase "working month" simply hasn't been invented yet.  So one can expect them to miss the deadline.  If it were because it was seriously taking a long time to investigate then if they were genuine there should still be an informative communication before 3 January 2012.  What is the betting nothing turns up?  According to their past performance it is GUARANTEED there will be no response.  They have NEVER ONCE responded on time before.  But if they choose to fake sincerity and claim it is taking a long time to investigate then the maximum deadline is 23 February 2012.  Then the Stage 3 Review Panel can start.

For completeness and as an aid to understanding the time scales, here is a list indicating the actual and working days in the UK from 22 November 2011.