We will acknowledge receipt of your complaint and provide you with a unique reference number.

Our aim is to respond to your complaint with a proposed resolution, within 10 working days, however, some issues require extra time. If you are happy with the proposed resolution, we will mark the complaint as closed. We can only close your complaint if you have confirmed you are happy that your issue has been satisfactorily resolved.

Alternatively, we will also mark your complaint as resolved if you do not respond to us for 28 days or more.

If after we have proposed a resolution, you are still not happy, you can tell us why and we will review.

If we cannot agree a final resolution, you can ask for a Letter of Deadlock, to take your complaint to the Alternative Dispute Resolution (ADR) Scheme.

If either (i) eight weeks have passed from the date we received your complaint; (ii) or we have reached a point where we can no longer find a resolution that works for both parties, we will inform you of your rights to take the unresolved complaint to Ombudsman Services, who is the Alternative Dispute Resolution Scheme to which we are registered.