When we receive a complaint from you, we initiate the following in order to resolve your complaint: We will consider your complaint by the close of business on the third working day after receiving your complaint and, if possible, provide a suitable verbal explanation within the time frame. lf we cannot resolve your complaint by the third business day we will, within five working days, provide you with a written acknowledgement of receipt of your complaint and will also endeavour to provide a resolution by then. lf we have been unable to resolve your complaint by this time, we will advise you when

We expect to be able to reach a conclusion, with the aim of providing a final resolution as soon as possible. lf a final response cannot be completed within eight weeks, we will mail you explaining why we are not in a position to provide a final response – and we will advise when we would be able to provide one.

We will still inform you that you have a choice to refer the complaint to the Ombudsman service if you are dissatisfied with the explanation for our delay.