Whether your complaint is by telephone or by post, upon receipt of your complaint we will:
- Write to you within one working day to acknowledge receipt of your complaint and outline our complaints procedure
- Within one working day, pass your letter together with any relevant documentation to The Manager Of Customer Complaints
If your complaint is upheld, our final letter regarding the outcome will include full details of our proposal of resolution to your complaint.
If your complaint is rejected, our final letter regarding the outcome will include details of the next stage of the complaints procedure.
If further enquiries are required to resolve your complaint, we will, within five working days of receipt of your complaint, write to you to confirm why we are not in a position to conclude your complaint. We will also give an indication of the likely timescale for conclusion, which should not exceed four weeks.
In the unlikely event that we remain unable to provide you with our final letter, we will write to you again:
- Explaining the reason we are unable to give you our final letter
- Explaining the reason for the delay
- Indicating a likely timescale for our final letter
- Providing details of the next stage of the complaints procedure in the event that you are unhappy with the delay and the handling of your complaint
If you do not provide the details required within four weeks, or do not contact us within this period to agree a timescale for their delivery, your complaint will be considered closed.
Offers of redress: If, following consideration of your complaint, The Manager of Customer Complaints believes your complaint is justified, you will be offered redress. You should respond within four weeks confirming whether you will accept the offer of redress or not.
If after four weeks no response is received, your complaint will be closed.
If you accept the offer of redress we will proceed immediately in accordance with the agreed proposals.
If you reject the offer of redress, the Manager of Customer Complaints will, within five working days, either propose a further offer or, if no further offer is appropriate, refer you to the next stage of the complaints procedure.
