The Process for Making a Complaint

We want to ensure that all complaints are handled efficiently and effectively.

Within 48 hours of your complaint being received, we will provide written confirmation of the name and title of the person handling your complaint.

The person assigned to handle your complaint will always be someone of sufficient competence and authority who, if appropriate, was not involved in the original subject of the complaint.

Learn more about how we will investigate your complaint

As part of our investigations into your complaint, we will:

•  Assess the evidence available and the specific circumstances surrounding your complaint

•  Review all appropriate records and speak to all of the individuals involved

•  Consider similarities to any other complaints that may have been made to us

•  Take account of any guidance published by the relevant regulatory bodies

Whilst we are investigating your complaint, we will provide you with regular updates on the progress and realistic timeframes for when you can expect a "Final Response".

What can I expect from the Final Response?

The Final Response will provide you with an assessment of your complaint, as well as confirmation of whether it has been upheld or not.

We will endeavour to send you a Final Response as soon as possible and not later than eight weeks after you make your complaint.

If you are an eligible complainant, our final response will also:

•  Inform you that you may refer the complaint to the FOS if you are still unhappy

•  Enclose or attach a copy of the FOS standard explanatory leaflet

Depending on the outcome and circumstances, we may then offer redress and/or take remedial action.

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