Complaints Policy

We aim to resolve your concerns, or any form of dissatisfaction, whenever possible, by close of business the next working day.

If this is not possible, we will acknowledge your complaint within five days of receipt.

We will endeavour to resolve your complaint, keeping you informed of our progress, wherever possible.

We will send a final response within eight weeks of receiving your complaint or any dissatisfaction you have shown. The final response will detail one of the responses below:

• Acceptance of your complaint – offer redress.
• Offer redress without accepting your complaint.
• Reject your complaint and provide reasons given.

In the unlikely event that we may not be able to solve your complaint within eight weeks, we will send you a response detailing why we are not able to send a final response.