Once you contact us, we will respond to you within three days. We usually contact you to find out more about your complaint and let you know how we will work with you to resolve it.

Most complaints are resolved early, and we aim to deal with your complaint efficiently to ensure you don’t have to wait long for a resolution or explanation.

In some cases, a complaint may take longer to resolve, depending on the issue. At all stages, we will discuss and keep you informed about how long the investigation will take.