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 redress 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 the Claims Management Regulator.
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 redress 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 the Claims Management Regulator.
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 the Claims Management Regulator.
Claims Management Regulator
These can be contacted at: Claims Management Regulator
PO Box 7824
Burton On Trent
Staffordshire
DE14 9DP
Tel: 0845 450 6858
Email: info@claimsregulation.co.uk
