Question 3 of 6 about Making a complaint

What happens after I’ve made a complaint?

Once you’ve made a complaint, we'll aim to contact you within 24 hours. We’ll confirm that we’re looking into your complaint, and we’ll let you know when you can expect a response.

We'll also give you a unique reference number so we can quickly find your record. 
 

Updates

We’ll keep you updated on the progress of your complaint by text message and our secure email – if you provided those details.
 

Our final response

We will always contact you to discuss our final response, providing an explanation of what we have found, what we plan to do as a result and why we made the decision. This may be over the phone, by our secure email or by letter.  

Unfortunately, some of our complex complaints will take longer to resolve. If our investigation takes longer than 4 weeks, we will be in contact with an update on your complaint – as well as provide you with your escalation options.