All complaints will be acknowledged within five (5) business days of receipt.
The Managing Director will direct your complaint to the appropriate Manager who will be responsible for investigating your complaint under the control of a Director. They will refer to the information you have provided, documentation we hold and reports from third parties. Some complaints may take longer to fully investigate, particularly where they involve a predominantly complex matter which requires further investigations or further information is to be requested from third parties.
We aim to provide a final response within twenty-five (25) business days from the business day your complaint is received but if this is not possible we shall contact you again to provide an update and inform you of when we expect to be able to provide you with our final response.
Once all the information has been reviewed and our investigation completed our final response will be issued.