When we receive it, we'll log it on our complaints system and send you a written acknowledgement within five working days. If we need more details from you to help our investigation, we'll ask for them and include a pre-paid envelope for you to send them to us.
We'll then start investigating your complaint. We want to resolve it as quickly as possible but if it'll take longer than 28 days, we'll write to you again and let you know how it's going. We aim to give you our final response within 56 days of receiving your complaint.