Unable to match timelines prescribed by themselves

Dear Medway. Why do prescribe your own timelines and then choose not to adhere to them? What is the point? You clearly state on your claim form: • Once we have all required documentation, your claim will be processed within 15 working days. I took the time to read your claim form and gathered all the documentation required, so that it would be easy from yourside. This was all sent to you on 04/06. According to my calender (maybe you work from a different one), the LATEST that the claim should be finalised by is 25/6. I made a courtesy call this morning, to enquire as to whether all was on track for the 25th only to be told that you had only started to process the claim on the 18th!!! And that the 15 working days only starts from the 18th?? I asked what had happened in the period between 4/6 and 18/6 and got no reply. the good news is that you still have a few days in which to rectify this!