if your complaint is complicated. if this happens, we will let you know within five working days explaining why a full reply will take longer; what we are doing to deal with your complaint and when you can expect an answer.
we aim to give you a full reply, setting out our decision, within 15 working days. usually, we can do this but it may take longer if your complaint is complicated. if this happens, we will let you know within 15 working days, explaining why a full reply will take longer; what we are doing to deal with your complaint and when you can expect an answer.
we carefully track all 