The final written response is given within thirty calendar days (trustee-owned policies follow the trustee clauses) and sets out the action taken or the reasons for the decision, addresses each issue raised and summarises the information it rested on, acknowledges the right to copies of the documents relied on, and states the right to go to an external dispute resolution body with contact details and any time limit. Requested documents are sent within ten business days subject to clauses 3.13 and 3.14. Where a complex complaint or circumstances beyond the insurer's control prevent a response in thirty days, the customer is told before the deadline why there is a delay, that updates will follow, and of the external dispute right.
The graph holds this control, the 0 it maps to, and the evidence behind each claim, over MCP and REST.