Every complaint is different, but here’s what you can expect from us:
- We will acknowledge your complaint within 2 working days
- We will complete a thorough investigation into your complaint
- We will endeavor to send you a final response within 4 weeks of receipt of your complaint, but if we are unable to provide you with a final response within this time frame, we will provide you with an update
- We will always send a Final Response within 8 weeks of logging the complaint with us
- You will be made aware of your rights
- In extenuating circumstances, where the above does not happen, you will be kept us to date as to why this is the case