Complaints may be made in writing, by e-mail, by telephone or in any other form in respect of the service that we have provided. Confirmation of complaint details will be requested for clarification in writing and logged by the company.
We reserve the right to decline to consider a complaint that is made more than six months after you became aware of the cause of the complaint. There may be instances where we will waive this requirement at our discretion. We will confirm to you in writing if a complaint has been made outside the time limit that we are prepared to consider.
We will send you an electronic or written acknowledgement of your complaint within ten business days of receipt. We will identify the person who will handle the complaint. Wherever practically possible, that person will not have been directly involved in the subject of the complaint, and will have the relevant authority to investigate and bring the complaint to a satisfactory outcome.
Within eight working weeks of receiving a complaint we will send you either:
a response which addresses the complaint to a satisfactory outcome or;
a response which explains why we are still not able to make a final response, giving reasons for the delay and indicating the timescale of when we will be able to provide a final response.