Your complaint will be acknowledged in writing within two working days.
Your complaint will be managed from start to finish by a single member of staff within our complaints team, who will provide you with regular progress updates.
We aim to resolve all complaints within 20 working days. We will always aim to respond as early as possible if our investigation is complete before this. If we think it will take a little longer, we will keep you informed about the reason for this and let you know when you can expect a reply.