Casework Skills Test Question 22 – Reviewing an extension to a complaint response deadline
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Difficulty: Hard
Background
A complaint investigation needs information from another organisation. You are checking whether the customer was notified correctly about an extension.
Information provided
Complaint policy
A response is normally due within 20 working days. Where a case is complex, a manager may approve an extension of up to 10 further working days. The customer must be notified before the original deadline and given the reason for the extension.
Complaint record
Complaint received: 3 January. Original response deadline: 31 January.
Manager decision
On 29 January, a five-working-day extension was approved because records are awaited from a third party.
Customer letter
Sent 30 January: We need five additional working days because we are waiting for relevant records from another organisation.
Classify the statements
For every statement, choose Definitely True, Probably True, Cannot Say, Probably False or Definitely False.
Statement 1
The reason for the delay was caused by the customer.
Classify this statement:
Definitely True Probably True Cannot Say Probably False Definitely False
Statement 2
The approved extension is within the maximum allowed by the policy.
Classify this statement:
Definitely True Probably True Cannot Say Probably False Definitely False
Statement 3
The customer was notified after the original response deadline.
Classify this statement:
Definitely True Probably True Cannot Say Probably False Definitely False
Statement 4
The complaint response will probably be issued within the original deadline.
Classify this statement:
Definitely True Probably True Cannot Say Probably False Definitely False
Click to reveal the answers
| Statement | Correct classification |
|---|---|
| Statement 1 | Cannot Say |
| Statement 2 | Definitely True |
| Statement 3 | Definitely False |
| Statement 4 | Probably False |
Members can unlock the evidence breakdown for all four statements, including why each classification fits and how to avoid unsupported assumptions.
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