If we resolve your complaint within three business days
If we resolve your complaint within three business days, we’ll send you a Summary Resolution Letter.
This confirms that your complaint has been resolved, explains the action we have taken and confirms that the complaint has been marked as resolved.
If we need longer to investigate your complaint
If we need longer to investigate your complaint, we’ll send you a Final Response Letter once the investigation is complete. This will include:
- a summary of your complaint;
- how we investigated it;
- what we found; and
- the outcome of your complaint.
The Financial Ombudsman Service
The Financial Ombudsman Service allows up to eight weeks for a complaint to be resolved, although we aim to resolve complaints sooner where possible.
Your Summary Resolution Letter or Final Response Letter
Your Summary Resolution Letter or Final Response Letter can be sent by email or post, depending on your preferred format.
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