The Ombudsman pointed out that the above rules mean that a complaints-handling procedure implies, in principle, three phases. First, following receipt of a complaint, an institution must send the author of the complaint an acknowledgement of receipt, indicating that it has received the correspondence and confirm that it is being treated as a complaint. Second, the institution must examine the matter and conduct an appropriate follow-up, if necessary and possible. Third, the institution must, within a reasonable time, take a decision on the matter. It must also communicate its findings and decision to the author of the complaint, including its decision on any concrete action it took, if the complaint was justified.