Complaint Procedure

1. Acknowledging Your Complaint

We will acknowledge your complaint within 5 working days. If we need further information to understand your concerns fully, we'll include a request for additional details in our response.

2. Investigating the Issue

Our team will carry out a thorough investigation into your complaint. If needed, we may contact you by phone or email to clarify points or gather more information to help resolve the matter effectively.

3. Resolving the Complaint

Once we've reviewed the facts, we'll aim to respond within 7 working days, depending on the complexity of the case. If more time is required, we'll notify you of the delay, explain the reason, and provide a revised timeline for our response.

4. Our Final Response

After completing our investigation, we'll send you a full written response outlining our findings and final decision. This may include a resolution such as compensation, or an explanation if we believe your complaint is not upheld.

You'll have 4 weeks to respond to our final outcome. If we don't hear from you within that time, we will consider the matter closed.