We will try and resolve your complaint as soon as possible. 

If we are unable to resolve your complaint within the initial three working days, we will formally acknowledge your complaint in writing. This acknowledgement will include details such as the assigned complaint specialist, our understanding of your complaint and it will give you the opportunity to provide any additional information or documents. 

We may contact you during the investigation to request for additional information, this allows us to reach the right decision. 

If your complaint cannot be resolved within 4 weeks, we will send you a holding letter explaining the delay and providing next steps. A final response will be sent to you within 8 weeks, although we will aim to get this to you sooner. 

Further details regarding the timing and procedure for handling complaints will be outlined in our complaints procedures, which you will receive upon acknowledgment of your complaint.