We aim to respond to all complaints within 3 working days of receipt.
Occasionally, depending on the nature of the complaint, we may need longer than 3 days to issue a full response. If this is the case, we will contact the complainant via email after 3 working days to provide an update on our progress.
All complaints, of any nature, will be investigated thoroughly and evidence gathered from relevant sources. The investigation will be coordinated by the appropriate investigating manager who will seek advice and input from other relevant colleagues, as necessary and appropriate.