Our customer relations department will acknowledge your complaint within 5 days. We aim to fully investigate and respond to your concerns within 4 weeks. If this is not possible, we will write to you to explain why we are not yet in a position to resolve the complaint. We will then write to you again within 8 weeks of receipt of your complaint with either a full response or advising you that we are still unable to resolve your complaint. At this stage (after 8 weeks) you then have the right to refer your complaint to the regulator if you are not satisfied with the delay. Their address details are below.
If we decide that redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress which you accept. Appropriate redress will not always involve financial redress.