Here’s a list of frequently asked questions…
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We’re sorry if we haven’t got things right. You can tell us by:
If we can deal with your complaint within three working days, we’ll call you to make sure that you’re happy with our decision. If you are, we’ll send you a letter to confirm this.
- If we can’t deal with your complaint within three working days, we’ll send you an acknowledgement letter within five working days to let you know that we’ve received your complaint.
- We’ll give you a reference number in case you need to contact us about your complaint.
- We’ll keep you updated of our progress throughout our investigation.
- Once we’ve completed a thorough investigation, we’ll give you a final response. This will outline the details of our investigation, how we reached our decision and what we’re going to do to put things right.
We have eight weeks to resolve your complaint, but we’ll do everything we can to deal with it as quickly as possible.
If we can’t complete our investigation within eight weeks, we’ll send you a letter to let you know and tell you what steps you can take. This will include letting you know that you can go to the Financial Ombudsman Service (FOS) if you’d rather not wait for us to complete our investigation.