How long will it take?

We aim to deal with your concern straight away. However, if we have not been able to sort out your complaint within two days, we will write to tell you:

• why we have not yet resolved it;
• who is dealing with your complaint; and
• when we will contact you again.

If your complaint is taking longer to deal with we'll keep you updated.

When we have finished our investigation we will send you our 'final response' letter.

If, together, we cannot reach an agreement by the end of eight weeks, we will send you a letter giving our reasons for the delay and an idea of when we expect to provide a solution. You will also receive a leaflet explaining your rights to refer to the Financial Ombudsman Service.