We will acknowledge your complaint in writing within five working days of receipt, outlining (if appropriate) our understanding of the complaint and requesting copies of any evidence you may have in support of your complaint, together with any authority we need to approach third parties in the course of investigating your complaint. We will also advise you of the circumstances in which you can refer your complaint to the Financial Ombudsman Service and supply you with the relevant booklet.
We will carry out a balanced and objective investigation, without any preconceptions, aimed at identifying the facts of the case.
If the investigation has not been concluded within four weeks from the date the complaint was received, we will advise you of the position and the reasons for the delay. If the investigation has not been concluded within eight weeks we will advise you of the position and the reason for the delay and remind you of your right to refer the matter to the Financial Ombudsman Service. The Financial Ombudsman Service is an independent, free service for resolving disputes with financial firms.
When the investigation has been completed, a response letter will be sent to you, this will include: