When you raise an issue, we’ll check to see if we can handle it as a complaint or if there is a different process which may resolve the problem sooner.

We will acknowledge your complaint within 5 working days, confirming our understanding of what you are complaining about and who will be handling the complaint. 

We will then investigate your complaint and provide a written response and outcome within 10 working days. If we need longer than this, we will speak to you about an extension.