Your complaint goes through three stages:
Acknowledgement: within 2 business days, we confirm in writing that we've received your complaint. We give you a reference number and the name of the person handling it.
Investigation: we check the facts, speak to the teams involved and gather the information we need for a fair response.
Final response: we aim to reply within 21 business days of receiving your complaint. If we can't, we'll write to explain why and when to expect our response. For very complex cases, the latest is 90 days.
Our final response explains what we looked at, what we found, any remedy we offer and how long you have to accept it. It also tells you how to contact the regulator if you're not satisfied.