You’ll receive an acknowledgement email within 5 days.
We aim to resolve your concern within 15 days. If we need more time, we’ll contact you with an update and let you know when to expect our final response.
On rare occasions we may need more time to investigate your complaint and the timeframe can extend to 35 days. Whilst we have up to 35 days to provide a final response, we’ll share our final response as soon as the investigation is complete.