How long will it take to resolve a complaint?

• The length of time we take to resolve your complaint will depend on the nature and complexity of the issues you have raised, and the extent of the enquiries we need to make to address those issues.
• Here are the targets we set ourselves to try and resolve your complaint:
• Where possible we will attempt to resolve matters at first point of contact.
• We aim to acknowledge all complaints received within two working days of receipt.
• We will try to respond to the majority of all complaints within 10 working days of receipt.
• For complaints that require in-depth investigation or additional information, we attempt to respond within 30 working days of receipt.
• Where it has not been possible to complete the complaints review process within 30 working days, we will notify you of the reasons for the delay and provide an updated target date for resolution.
• Acknowledgement and all correspondence will be carried out either by email or telephone.