We’ll do everything we can to make sure your complaint is resolved in a way you’re happy with. If possible we'll try to set things right without having to conduct a formal investigation.
If a formal investigation is necessary, below you'll find our Complaints Handling Procedures.
Within 3 working days of receiving your complaint, you will receive a written response from us acknowledging your complaint and confirmation of how it is being dealt with.
Where we need to conduct an internal investigation, which may involve liaising with third-party suppliers and waiting for supporting documentation, we may not be able to provide a resolution right away.
If we can’t resolve your complaint within 3 working days, you will receive a response from us acknowledging your complaint and confirmation of how it is being dealt with within 5 working days.
Once an investigation into your complaint has been completed, we will write to you with our findings and any proposed resolution.
Whilst our intended maximum response time to provide a final response is 8 weeks (in line with regulatory requirements) we understand that this is a long time and will endeavour to keep you informed of the progress of our investigation and the status of your complaint in advance of that.