--- title: How long does it take to resolve a complaint? description: Find out how long Scape complaints may take to resolve, what affects timelines and how to help the team investigate clearly. --- [Skip to content](https://help.scape.com/how-long-does-it-take-to-resolve-a-complaint#main-content) English - United Kingdom Show submenu for translations [Need more help?](https://help.scape.com/kb-tickets/new?hsLang=en-gb) [![Scape logo](https://help.scape.com/hubfs/Scape-Logo-Pink-Padded.svg)](https://scape.com/) Open main navigation Close main navigation - English - United Kingdom Show submenu for translations - [Need more help?](https://help.scape.com/kb-tickets/new) HOW CAN WE HELP? - There are no suggestions because the search field is empty. 1. [Scape Knowledge Base](https://help.scape.com/?hsLang=en-gb) 2. [Managing your stay](https://help.scape.com/managing-your-stay?hsLang=en-gb) 3. [Complaints and feedback](https://help.scape.com/managing-your-stay?hsLang=en-gb#complaints-and-feedback) # How long does it take to resolve a complaint? How long it takes to resolve a complaint depends on the nature of the issue and what needs to be investigated. For simpler complaints, such as a maintenance request that has not been resolved or a straightforward service issue, Scape will usually aim to respond or resolve the matter within **5 to 10 working days**. More complex complaints may take longer. This can happen if the team needs to speak to several people, review records, involve contractors or get input from another team. If more time is needed, Scape will keep you updated where possible. ### What can help speed things up - Include your full name, building and room number. - Explain the issue clearly and include key dates. - Share any reference numbers, screenshots, photos or previous emails. - Tell the team what outcome you are hoping for. If the issue is urgent, such as a safety concern or loss of an essential service, speak to reception straight away so the team can act quickly. 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