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Enquiry Form
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Complaints Procedure
If we have given you cause for complaint, please let us know either by email, telephone or in writing. In principle we will not consider a complaint more than six months after you become aware of the cause of the complaint, but we are prepared to waive this time limit if we have genuinely been at fault.
We will acknowledge your complaint within five working days of receipt, and we will tell you who will be dealing with it. Normally the person dealing with your complaint will not have been involved in the matter in question.
Within four weeks of receipt of your complaint we will either give you a final response or tell you what steps we are taking to resolve it.
Within eight weeks of receipt of your complaint we will either give you a final response, or we will tell you what has caused the delay and indicate wherever possible how much longer it will be before we are able to give you a final response or we will inform you that you may refer the complaint to the Claims Management Regulator if your complaint is in respect of a service that we have provided and is regulated by the Compensation Act 2006.
