We’re sorry if we haven’t got things right. You can tell us by:
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 …
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.