How we handle complaints
We deal separately with
We aim to resolve all complaints quickly. About three–quarters of the complaints we receive are resolved within six months of the date we receive them. Complicated complaints may take longer to resolve. We'll do everything we can to keep you informed throughout the process.
There may be occasions where we decide not to investigate your complaint, we will always carry out some initial fact finding before we make this decision. Our complaints acceptance policy sets out complaints we may not investigate.
We're unable to deal with some types of complaints. Even if we can't deal with your complaint, our helpline staff will tell you about other action you may be able to take and other organisations you can contact.
If you contact us with a complaint on behalf of someone else you must provide us with proof that the person is happy for you to act on their behalf.
