How long it will take?

Many complaints can be resolved quickly by one of our Customer Helpline Advisors, but there may be occasions where we need more time to investigate and resolve your issue. We will acknowledge your complaint in writing within 5 working days.

Whilst your complaint is being investigated, you will receive regular updates on the progress of the investigation, both by telephone and in writing.

We will aim to resolve your complaint at the earliest opportunity. If we are unable to resolve it within eight weeks of receipt, we will write to you explaining the reasons for the delay and give you an indication of when we expect to be able to provide a resolution. At this point if you are unhappy with the progress, you may refer your complaint to the Financial Ombudsman Service.