Your complaint will be handled by a manager in the appropriate section. We will acknowledge and log your complaint within five working days of receipt and will provide you with a full response within 20 working days of it being logged using the same method that you used to contact us.
Occasionally a complaint might be more complex and require further investigation which may make our 20-day response target difficult to meet. In such cases, we will let you know what is happening and advise you when we hope to respond.
We will apologise if we have made a mistake and advise you when and what we will do to correct our mistake in the full response. We will also keep you updated when any agreed actions have been completed.