Complaints Procedure

1. Acknowledgement: We will acknowledge your complaint within 3 working days of receiving it and will enclose a copy of this procedure.

2. Investigation: We will investigate your complaint thoroughly and will aim to provide a full response within 14 working days. If the matter is complex, we will write to you to let you know this and to give a date by which we expect to respond.

3. Resolution: We will set out our findings and any proposals for resolving the complaint. If appropriate, we will make recommendations to put things right.

4. Legal Ombudsman: If you are not satisfied with our response, you may refer your complaint to the Legal Ombudsman. The Legal Ombudsman deals with complaints about service issues. You must refer your complaint within six months of our final response.