To help us review and resolve your complaint as swiftly as possible, please address
the envelope exactly as written above and include the following:
The email address
A clear description of
We will endeavour to confirm receipt of your complaint within one business day of
receiving your complaint and endeavour to respond to your complaint within five
working days. In our response, we will tell you:
How your complaint has been addressed, or why it could not be addressed yet.
What happens next.
Complex situations may take longer to resolve. In certain cases, a resolution may
take up to eight weeks from the date we received your complaint. If this is the
case, we will provide you with a status update within four weeks.
Our aim is to resolve your complaint quickly and completely. If for any reason you
are not satisfied by our response, your case can be reviewed at a higher level.
Simply ask the Support Team Member handling your complaint to escalate the complaint
for you. The escalation of your complaint will be acknowledged within five working