If we can't resolve the matter straight away?
Wherever possible, we will attempt to resolve the matter during your initial telephone call to us, or we may attempt to call you where appropriate. Where a more detailed investigation is required, or we have been unable to speak with you, we will acknowledge your complaint in writing within five working days of receiving it. If we receive a complaint outside normal working hours, it is treated as if it had arrived at the start of the next working day. Where possible, we will provide you with a full response within this acknowledgement letter.
Complaints that require further investigation
We will always try to resolve your complaint as quickly as possible, however sometimes this is not possible. If we do not reach a decision in time to include it in your acknowledgement letter, or it was necessary to carry out additional investigations (e.g. listening to recorded calls or awaiting additional information), we will explain why and let you know when we will next contact you.
In the unlikely event that we have not finished investigating your complaint eight weeks after we received it, we will send you a further letter to:
- Explain why we have been unable to reach a decision
- Let you know when you can expect our final decision
- Provide contact details for the Financial Ombudsman Service and explain their service