When can I expect my complaint to be resolved?
Where possible we will try to resolve your complaint on the spot, however, depending on the nature of your complaint we may need more time to work through it with you:
If we anticipate that your complaint will take longer than 21 days to resolve, we will contact you within this time to provide you with an update on our progress.
If your complaint is not resolved within 21 days we will write to you to provide you with an update and an explanation for the delay.
Under exceptional circumstances it may take up to or more than 30 days to resolve your complaint. If this happens we will write to you to provide a further update.
We take into consideration any timeframes for responding to complaints or disputes as set out in relevant legislation, regulatory guidelines or industry code of conduct.