We will acknowledge your complaint within 24 hours of receipt, and we will investigate your complaint and get back to you with an update within 5 working days. We will endeavour to deal with your complaint and bring it to a satisfactory resolution within 4 working weeks. If we miss any of the deadlines listed above, your complaint will be immediately escalated to and handled by our Director of Internal Operations.
In the unlikely event that we are unable to achieve a satisfactory resolution to your complaint, you have the right to take your complaint to an alternative dispute resolution scheme, subject to their eligibility criteria. We have an 8-week period within which to agree a resolution, unless both parties agree we are at deadlock before this time period elapses. We are a member of the Ombudsman Services.