If your complaint can be resolved within 3 working days, we’ll write to you to confirm the resolution of the complaint and our investigation.

If we're unable to resolve your complaint within 3 working days of receiving it, we'll send an acknowledgement that we've received and are dealing with your complaint. A final response will be issued within 15 working days from the date we receive your initial complaint setting out our understanding of your concerns and a possible resolution.

In exceptional circumstances where we're unable to issue our final response within 15 working days from receipt, we'll write to update you on the progress of your complaint and an expected resolution date, which will be within 35 working days from the date of the initial complaint.

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