We will send an acknowledgement letter within 5 working days of receipt of the complaint. We will send a final response within 15 working days of receipt of the complaint. If a final response cannot be sent within 15 working days, we will notify you via the media in which you generated the complaint (e.g. in writing, email). A substantive response will be sent within 35 working days of receipt of the complaint. If you are not satisfied with our response, or if a complaint is not resolved after 35 working days, you may refer the complaint to:
The Financial Ombudsman Service
London E14 9SR
This procedure is available upon request.
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