We aim to resolve matters as quickly as possible. However, if we are not able to resolve your complaint within three business days, we will send a letter providing you with a summary of your complaint, the name, job title and contact details of the person handling your complaint.
If your complaint relates to other products, you will be sent a final response letter within eight weeks. The final response letter will explain:
• The outcome of our investigations;
• How you can pursue the matter further with us, if necessary; and
• That we will regard the matter as closed if you do not respond within 8 weeks of our final response letter.
If our investigation has not been completed within the prescribed time frame as detailed above, we will inform you in writing that the investigation is not complete, explaining the reasons why, as well as the likely outcome and date for completion.
Should you be dissatisfied with the handling of your complaint at any time, please let us know via the contact details above. The Department manager or Compliance team will investigate the matter and ensure a response is sent within five business days.