We believe that you have the right to be heard, understood, and respected. We’ll do all we can to try and resolve a complaint. We will:
- Aim to acknowledge receipt of your complaint within two working days.
- Work with you to understand what went wrong.
- Look for ways to correct any wrongs.
- Explain possible solutions, what we’ve done and what happens next.
- Be clear about what we can do to meet expectations and address any concerns.
- Be clear what falls within our remit as an organisation or signpost when one of our partners can better assist.
- Aim to reach a mutually acceptable solution as quickly as we can, within two to five working days. We’ll keep you updated along the way and let you know if more time may be needed to fix your issue.
- Deal fairly, honestly, consistently, and appropriately with all customers
For more information, please see our Consumer Duty statement.