How long will it take you to look at the complaint in detail?

How long will it take you to look at the complaint in detail?

Once we’ve taken the initial details and confirmed what the complaint is about, we will place the case with a dedicated investigator. He or she will look at the information you have provided and will contact you within 10 working days. When they contact you, your investigator will provide you with their direct contact details.

We aim to resolve complaints within three months of the date we had confirmation of the complaint details, although it can be longer if the complaint is more complex or if an ombudsman’s decision is needed.