We are committed to resolving any complaints fairly and promptly. Striving to minimise your inconvenience, we'll listen to your concerns and try to agree a solution with you.
The member of our team whom you first contact will discuss your complaint and identify with you what we can do to put it right. The more information you can provide, the quicker we can try to fix the problem.
Sometimes, we will not be able to sort everything out for you right away. If so, we will acknowledge your complaint in writing within five working days. On these occasions, we aim to resolve matters within fourteen days.
If your complaint is particularly complicated, it may take longer to remedy. In this case, you will receive a letter from us giving you reasons for the delay and an indication of when we expect to resolve your complaint.
If together, we cannot reach an agreement by the end of eight weeks:
- We will send you a letter giving you our reasons for the delay and an indication of when we expect to provide a resolution
- We will issue our final response letter, which will explain our final position.