1.We will acknowledge your complaint

We will acknowledge your complaint

2. We will investigate your complaint

Our team will always investigate your complaint. We will be as thorough as possible in order to handle your complaint as quickly as possible. We may telephone you if we require additional information we need.

3. Resolve your complaint

Our team will analyse the facts and come to a conclusion that takes full account of these.

We will endeavour to respond within 3 business working days, depending on the complexities of your case. If we are unable to give a response within the given time from the date of receipt of your complaint, we will write to you in order to keep you informed stating the reasons for the delay, and a proposed date by which we will respond to you.

4. Giving you a decision

Our team will write to you with a full account of our investigation and of our decision. Whether this is, for example, a payment to make up for any loss incurred or a statement to say why we believe your concerns are unfounded, you will be able to see that we take a reasoned and fair judgement.

Following the completion of our investigation, you will be given a period of 4 weeks to respond to our final response. After this period your complaint will be considered resolved if we hear nothing from you.