Our aim is to resolve your complaint straight away but if we can’t, we will carry out a full investigation by gathering information to properly review your complaint. This may mean that we ask you for more information or papers to assist us in the investigation. For any complaint that we resolve within 3 business days from date of receipt, we will issue a Summary Resolution Letter giving details of the complaint and how we have resolved it together with details of the Financial Ombudsman Service.
Responding within 5 business days
We will do our best to fully investigate your complaint and respond to you within 5 business days of receipt. If we cannot respond to your complaint within 5 business days, we will write to you explain why we can’t and let you know when will be back in touch.
Keeping you informed after 4 weeks
If we have not been able to resolve your complaint within 4 weeks, we will contact you again to update you with our progress and tell you how much longer we anticipate it will take.
Providing a Final Response within 8 weeks
In exceptional circumstances, where your complaint is particularly complex, matters may take up to 8 weeks to resolve. If your complaint is not resolved within 8 weeks, then we will write to you requesting more time or send you a "Final Response". After 8 weeks, you may be eligible to contact the Financial Ombudsman Service to discuss your complaint. They may be able to look into your complaint and help you reach a satisfactory conclusion.