We’re sorry we haven’t got things right. Below sets out how we’ll deal with your complaint.
We aim to resolve your complaint as quickly as possible.
- If we can resolve your complaint within 3 business days of receiving it, we’ll send you written confirmation of this.
- If we can’t resolve your complaint within 3 business days, we’ll send you an acknowledgement by the fifth business day.
Most complaints are resolved within 8 weeks. We’ll keep you updated throughout the process.
If your complaint is more complex or involves a third party, it may take longer for us to investigate. If this happens, we’ll write to you to explain why and when we expect to be able to respond to your complaint. You can read more in our guide to the complaints procedure.