Complaints
The complaint team will try and resolve the complaint within 2 working days of receiving it. More complex complaints may need further investigation, in which case we will let you know, and you will hear back within 15 working days.
Pre-Complaint - Resolved no further action
This is where we attempt to resolve the complaint as soon as we are made aware of the issue.
We know that this will not always be possible, in which case the complaint will proceed to Stage 1 in the complaint process.
Stage 1 – Investigate the complaint
We will acknowledge your complaint within 2 working days.
The Management team will investigate the complaint and respond within 15 working days.
Stage 2 – Review the complaint
If you are unhappy with our decision at Stage 1 you can ask us to review it. You need to explain why you feel our decision is incorrect. Your complaint will then be looked at by the Compliance Department and we will respond to within 20 working days.
This is where we attempt to resolve the complaint as soon as we are made aware of the issue.
We know that this will not always be possible, in which case the complaint will proceed to Stage 1 in the complaint process.
Stage 1 – Investigate the complaint
We will acknowledge your complaint within 2 working days.
The Management team will investigate the complaint and respond within 15 working days.
Stage 2 – Review the complaint
If you are unhappy with our decision at Stage 1 you can ask us to review it. You need to explain why you feel our decision is incorrect. Your complaint will then be looked at by the Compliance Department and we will respond to within 20 working days.
