If you made your complaint on or before 29 August 2019, we’ll send you an acknowledgment letter to let you know we’ve received it. If you haven’t had an acknowledgement letter within 15 days of making your complaint, please call us on 0800 545 3004. Within 8 weeks of receiving your complaint you will also receive a final response from us or a communication outlining when you can expect to receive a final response. This final response letter will tell you our decision, give a breakdown of any compensation due and provide information about the Financial Ombudsman Service.
Please note that we expect to be particularly busy on and after the 29 August deadline so your final response may be delayed. We’re committed to resolving your complaint as soon as we can and will keep you informed of progress. This may involve calling you so it’s important for you to note our calls will display as an 0800 number on some phones.