What happens next?
Once you contact us your complaint will be directly sent to our Complaints Unit without passing through any branch staff member or management.
We will notify you within three working days that we have received your complaint. We will try to solve the problem immediately or we will inform you when you can expect a solution from us
We aim to settle the matter as quickly and as fairly as possible. However, some issues can be complex, and if we need to carry out a detailed investigation, it may take some time to find a solution. We will keep you informed throughout the process. Generally, we deal with most issues within 15 working days.
When we have finished our investigation, we will send you our reply or contact you to explain the result and the proposed solution to your complaint.