We'll do everything we can to resolve your concern. If we need more information to investigate, we'll contact you using the details we've listed above.
If we can resolve your complaint within 3 business days, we'll formally let you know, and tell you about the Financial Ombudsman Service (FOS).
For complex issues we may need more time to investigate your concerns. If this is the case, we'll send you an acknowledgment letter telling you the next steps.
Once we've done a detailed investigation, we'll give you a final response. This will tell you the details of what we did, how we reached our decision, and how we're going to improve.