Once you have told us about your complaint we will try to get hold of you within 7 working days to resolve your complaint directly.

We will issue a final response within 8 weeks of your complaint being raised, though hopefully sooner.

Please bear in mind that if a policy of ours is in question, we might not be able to change things. However, we’ll explain the reasoning behind our conclusion and provide a final response.

If you are unhappy with our final response or your complaint has not been resolved within 8 weeks, you can contact the organisations listed in the previous question who may be able to assist you if you have tried resolving your complaint with us first.