Where possible we will try to resolve your complaint on the spot, however, depending on the nature of your complaint we may need more time to work through it with you.
If your complaint is not resolved within 21 days, we will write to you to provide you with an update and an explanation for the delay.
Under exceptional circumstances it may take up to or more than 30 days to resolve your complaint. If this happens, we will write to you to provide a further update.
We take into consideration any timeframes for responding to complaints or disputes as set out in relevant legislation, regulatory guidelines, or industry code of conduct.