Complaints - Thank you

We will acknowledge receipt of your complaint within five working days. We will allocate an investigating officer who will investigate your complaint. You may receive a phone call from the investigating officer.

We will send you a full response to your complaint within 30 working days from our receipt of your complaint. Our response will explain whether we uphold part, all or none of your complaint and why; and any steps we will take as a result.

Complex investigations may take longer. If this is the case, we will write to you after ten working days from the date we receive your complaint. We will give you a final date by which we expect to reach our conclusion.