Step two – when and how you’ll hear from us
If we’re able to resolve your complaint within 3 working days, we’ll write to you to let you know. However, if we’re unable to find a resolution within this timeframe, we’ll send you written acknowledgment within 5 working days.
We’ll then carry out a full investigation to help us make an informed assessment of your complaint and keep you updated on progress. And, if we need any more information from you, we’ll be in touch.
You’ll receive our final response within 8 weeks unless your complaint relates to a payment issue. In which case we’ll aim to resolve these within 15 business days, or 35 days in exceptional circumstances. Of course, we’ll try to resolve your complaint as quickly as we can and before these timeframes if possible.
In our final response we will:
- Let you know the outcome of our investigation
- If appropriate, tell you what we intend to do to rectify the problem
- If we disagree with your complaint, clearly explain why