Our advisor looks to resolve the complaint at the time of receiving upon first contact. If this cannot be fully resolved to your satisfaction, this will be escalated to the appropriate team leader. We encourage all formal complaints to be in a written format. We aim to resolve the complaint within 21 working days, and if more time is required, they will agree this with you and keep you informed of progress.

Should resolving your complaint to your satisfaction be unachievable, we will make the final decision for a “deadlock” and the correspondence will be issued to you.