The aim of this process is to resolve any issues or concerns as quickly as possible, although in the majority of cases we hope that matters such as these are resolved at branch level. This must be in writing, to the Director.
Your complaint will be acknowledged within seven working days of receipt and an investigation undertaken. A formal written outcome of the investigation will be sent to you within 15 working days. In exceptional cases, where the timescale needs to be extended beyond this limit, we will be kept fully informed, and an explanation provided.
