What happens when we receive a complaint
Acknowledging your complaint
We will let you know that we have received your complaint.
We will acknowledge your complaint within 5 working days from when we receive it.
We will provide you with the name and contact details of the person who will be handling your complaint.
Stage 1
We will investigate and reply to you with what we intend to do within 10 working days from the date we acknowledge your complaint.
We may contact you to understand your concerns.
If we need more time, we’ll agree this with you and keep you updated.
We aim to resolve complaints within 10 working days.
Stage 2
If you’re not happy with our response, you can ask for your complaint to be reviewed.
We’ll give you the name and contact details of the senior manager who will handle your appeal.
They will carry out an independent review and provide a response within 20 working days of receiving your request.
The appeal stage is the final stage of our complaints process.