As soon as the ombudsman receives the written submission, they will send confirmation of receipt to the customer. In the next few days they will make an initial assessment of whether they are authorized to deal with the case. If this is not the case, the customer will be informed of this fact.

If the matter does fall into their competence, they will begin their own investigation. There is a 30-day deadline for informing the customer of the outcome. It can happen that in exceptional and complicated cases this deadline may not be objectively observed, and the customer is informed of the reasons within the deadline and of the likely date when they will be informed of the outcome.