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. 


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

Our 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.  

We aim to deal with complaints as quickly as possible, this will usually be 15 days, and no longer than 8 weeks. We’ll keep you updated on our progress.