If we can’t sort the problem out when you call, we’ll pass it to a member of the Complaints team to look in to for you. You’ll hear from us within four working days with their details and a leaflet with details of our complaints procedure.

Once they have everything they need, they’ll write to you with details of what they’ve found out or done to put things right. If they haven’t been able to get to the bottom of your complaint within four weeks, they’ll write to let you know why, and when you can expect a full response or decision.