Within four weeks of receipt of your complaint we will:
Send you a written response informing you of the outcome of our investigation. This letter will detail the nature and terms of any offer of compensation which we may consider appropriate or, alternatively, our reasons for rejecting the complaint. At that time we will also inform you that if you are dissatisfied with our final response, you may refer your complaint to an Approved Dispute Resolution Facility.
or
Inform you in writing of the reasons why we are not yet in a position to resolve your complaint and indicate when we will make further contact.
Within eight weeks of receipt of your complaint we will:
Send you a written response informing you of the outcome of our investigation. This letter will detail the nature and terms of any offer of compensation which we may consider appropriate or, alternatively, our reasons for rejecting the complaint. At that time we will also inform you that if you are dissatisfied with our final response, you may refer your complaint to an Approved Dispute Resolution Facility.
or
Inform you in writing of the reasons why we are still not in a position to make a final response to resolve your complaint and indicate when we expect to be able to make a final response. At that time we will also inform you that if you are dissatisfied with the delay, you may refer your complaint to an Approved Dispute Resolution Facility.
Approved Dispute Resolution Facilities
Eligible Complainant The Financial Ombudsman.
(see definition below): The Financial Ombudsman Service’s explanatory leaflet will be enclosed with our communication.
You can contact them at:
The Financial Services Ombudsman Service
South Quay Plaza
183 March Wall
London
E14 9SR
Tel: 0845 080 1800
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
