If possible, we’ll try to resolve your complaint on the spot.
If we need more time to investigate and explore resolution options with you, we’ll let you know and keep you informed of our progress.
If you ask us to, or if your complaint is complicated, we’ll confirm the outcome with you in writing.
No matter how complicated your complaint is, we’ll aim to resolve it in no more than 90 days (or 20 business days if you are in financial difficulty). Please help us meet these timeframes by replying to any questions we may have for you.
If you don’t answer our questions or stop communicating with us, we may close your complaint if we don’t hear back from you within two weeks. We’ll let you know if we do this.