What happens after I make a complaint?

We are committed to investigating your complaint fully and fairly and each complaint is dealt with in the same way. The following steps are taken to ensure that all complaints are dealt with fully and fairly.

Acknowledgement (within 5 working days of receiving your complaint)

Once your complaint has been registered on our systems we will issue you an acknowledgement letter which will provide you with your unique PPI complaint reference. This is done within 5 working days of receiving your complaint.

Investigation

We collect all relevant information relating to your complaint before conducting a thorough investigation. During this time we may contact you to gather any further information to assist us with investigating your complaint fully.

Final Decision

We will write to you within 8 weeks to explain our final decision in detail. In some cases it may take longer, however if we are unable to resolve your complaint during this time we will be in touch to explain why our decision is delayed.