If we are able to resolve your complaint within three working days, we will send you written confirmation of this.
Where we cannot resolve your complaint within three working days, we will send a written acknowledgment within five working days.
We will then undertake a full investigation to enable us to make an informed assessment of your complaint.
We’ll keep you updated on our progress and contact you if we need you to provide further information regarding the issues you have raised.
For payment related complaints we aim to resolve these within 15 business days (or 35 days in exceptional circumstances). For all other types of complaint, we will provide a final response within eight weeks, but we aim to get your complaint resolved well before this time.
We will send you a final response which will;
- Let you know the outcome of our investigation
- If appropriate, advise you of what we intend to do to rectify the problem
- If we disagree with your complaint, clearly explain why