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How will you manage my complaint?

Firstly, if you call us, we will do our best to resolve your complaint over the phone.

If we receive your complaint electronically or in writing, or if we have been unable to resolve your complaint over the phone, then we will acknowledge that we received your complaint. If you submitted your complaint using our online form, you will receive an automatic acknowledgement. If you sent your complaint to us by Post, we will write back to you to acknowledge your complaint. In most cases you will receive an acknowledgement very quickly; however, in some cases you may not receive that for 10 business days.

We resolve all complaints as quickly as possible. In most cases, this happens within 15 business days. However, there may be times where it takes us up to 20 business days.

We may contact you by phone or in writing if we need additional information to resolve your complaint.

We will respond to your complaint in writing (by mail or email) advising you of the outcome and the reasons for our decision.