How to complain - Timescale

How long will it take

Immediately	Our aim is to resolve your concern straightaway.
Five days	If we have been unable to resolve your concern by the end of the following business day, we'll write to you to: Explain why we haven't managed to resolve your concern Tell you how long we expect to take to resolve it Tell you who is dealing with your concern
Two weeks	In the majority of cases, we'll resolve your concern within two weeks. If we haven't resolved it within two weeks, we'll contact you (normally by phone) to update you with progress and tell you how much longer we expect it to take.
After two weeks	We'll keep you informed on a regular basis until your concern has been resolved. In exceptional circumstances, where your concern is particularly complex, matters may take longer to resolve. If this is the case, your concern may be passed to our Complaint Handling Centre who will continue to try to resolve it. If it is necessary to do this we will let you know it is happening.
Eight Weeks	In the unlikely event we can't reach an agreement with you by the end of eight weeks, we'll send you a 'Final Response' letter, which will explain our final position, or, a letter giving reasons for the delay in resolving your concern and an indication of when we expect to reach a conclusion. We'll tell you about the Financial Ombudsman service and how you may ask them to look into your concern.