How long will it take for you to contact me?
We will aim to resolve your complaint within 5 working days or acknowledging your complaint and
outlining our understanding of it.
What happens once I have made my complaint?
Following an acknowledgement letter being sent, your complaint will be assigned to an appropriate member of staff who will investigate the issue and provide you with an evaluation of the complaint and how we propose to deal with the matter.
We may request further information from you during our investigation.
When can I expect an update on my complaint?
We will make every possible effort to address all points of your complaint by email. We will respond within 15 business days upon receiving the complaint.
If a full response cannot be provided within these timeframes we will send a holding reply with a full response to follow within 35 business days.
Can I request a quicker reply?
Yes, you can request a quicker reply, however, this is not always possible. We will always attempt to respond as quickly as we can to an issue raised.