If we are unable to resolve your complaint before the end of the day your complaint was issued, we will send you an acknowledgment within 5 days.

If by 4 weeks after your complaint is received we are unable to provide a final response, we will write and inform you when we expect to be in a position to send our final response. The majority of complaints will be quickly and satisfactorily resolved by this stage, however, if the matter is more complex and involves a third party, it may take longer to resolve.

In our final response letter we will set out our final view on the issues raised in your complaint and tell you whether we:

  • accept your complaint and – where appropriate – are offering compensation
  • are offering redress without accepting your complaint or reject your complaint

If we reject your complaint, our final response letter will explain why we have reached this decision.

If by 8 weeks after your complaint is received we are still unable to provide a final response, we will write and tell you how much longer we believe it will take before a final response can be sent. At this point, if your agreement is regulated by the Consumer Credit Act or your complaint relates to an insurance product linked to your account, you will be entitled to refer your complaint to The Financial Ombudsman’s Service (FOS) which provide a dispute resolution service.