Complaints Process

Some issues are quite complex, and we may not be able to solve the problem immediately. If so, we’ll write to you within five working days. As part of the investigation, we may need to contact you to discuss the issue. We aim to settle matters as quickly and as fairly as possible. If we need to carry out a detailed investigation, we’ll keep you fully informed throughout the process.

When we have finished our investigation, we’ll write to you explaining the outcome.