Complaints:-

1) We aim to resolve a complaint by close of business the following business day of its receipt. This will still be investigated competently, diligently and impartially; be assessed fairly, consistently and promptly; and all relevant factors will be taken into account

2) If we are unable to resolve your complaint the following business day, we will send you a written acknowledgement within five working days of receiving your complaint. The acknowledgement letter will outline the result of the investigation if this has been completed

3) If the investigation has not been completed, the acknowledgement letter will confirm that we will:-

a) Provide you with regular updates on our progress. You may contact us at any stage

b) Advise you that if our investigation has not been completed within 8 weeks of our receipt of the complaint, we will write to you informing you why we are not yet in a position to resolve your complaint. If you are not satisfied with our progress, you may refer the matter to the Financial Ombudsman Service. A copy of the Financial Ombudsman Services standard explanatory leaflet will be issued with the week 8 response letter.

c) Advise you that on completion of our review, we will write to you informing you of the outcome.

4) Following the completion of the investigation, we will issue a written Final Response letter to you. The Final Response letter will be fair, clear and not misleading and will provide you with:

Details of the investigation;

The outcome of the investigation;

If relevant, any offer of remedial action(s) or the appropriate level of redress (or both), and the basis of calculation;