We will aim to resolve your complaint as quickly and fairly as we can. Where possible, we will try to do so within 3 business days of receiving your complaint. We will follow this up with a letter confirming we have resolved your complaint, but also explaining that, if you change your mind, you can still refer your complaint to the Financial Ombudsman Service.
If we are unable to reach a satisfactory resolution within 3 working days, we will write a letter to you explaining that we need to look into this further. We will also outline the next steps and provide you with details of the person who is investigating your complaint.
When we have fully investigated your complaint and ensured that each point has been investigated fairly and fully we will send you our final response letter. In this we will tell you our decision and will explain how we have reached this decision.
We will do everything possible to get this response to you in a reasonable period of time, but in some cases, especially those where your complaint is more complex, it might take us longer to thoroughly investigate and respond to your complaint. We will aim to keep you informed throughout our investigation of our progress.
If, after 8 weeks from the date we received your complaint we are still investigating, we will send you another letter telling you this and explaining why. At this time, you can contact the Financial Ombudsman Service and ask them to look into your complaint if you wish.