Complaints Procedure.

How to complain

[PLACEHOLDER: approved wording from solicitor. How to raise a complaint, including the contact details to use, the information to provide, and who handles complaints within the company.]

What happens next

[PLACEHOLDER: approved wording from solicitor. The steps we take once a complaint is received: logging it, investigating it, and responding to the customer.]

Timescales

[PLACEHOLDER: approved wording from solicitor. We acknowledge every complaint within 2 working days, and aim to provide a full response within 14 days. Where a complaint is complex and needs longer, we explain why and give a revised timescale.]

• Acknowledge within 2 working days
• Full response within 14 days
• If more time is needed, we explain why

Escalation

[PLACEHOLDER: approved wording from solicitor. What to do if you are not satisfied with our response, including any alternative dispute resolution or trade body scheme the customer can use.]

Contact

[PLACEHOLDER: approved wording from solicitor. The contact details for making a complaint, including phone, email, and postal address.]