We’ll aim to acknowledge your feedback within 5 working days. If you are submitting a formal complaint about the service, we will aim to resolve the issue within 1 month. There may be times when we need longer to investigate the claims and address the issues raise. If this is the case, we will keep you informed of the progress and any updates.

If you are not happy with the outcome of the complaint you will be able to appeal the decision and we will be able to advise you on the next steps of that process.