You'll hear back from us within five days of us receiving your complaint. In some cases, this will be in the form of an acknowledgement letter but in others it may be a full reply.
If you receive an acknowledgement letter it will tell you:
- Who's dealing with your complaint
- When we'll contact you again
Once you receive this your complaint will be investigated fully and we will write to you with our findings.
In complex cases we may need to spend a little longer investigating but we will keep you up to date with our progress. In all cases we'll respond to your complaint within eight weeks in line with the deadline set by the Financial Conduct Authority.