We will acknowledge receipt of your complaint promptly after receiving it, enclosing a copy of this procedure and will inform you in writing:

• that we are treating your communication as a complaint under our complaints handling procedure
• how your complaint will be handled
• our timescale for providing you with a formal response; and
• who will be dealing with your complaint

We may require further information from you but, subject to that, within ten working days of receipt of your complaint, we will investigate and provide a response to you, including any conclusions we have reached and any actions we have taken.

We may also, if appropriate, invite you to a meeting to discuss your complaint. You do not have to attend if you do not wish to or if you are unable to. We will be happy to discuss the matter with you by telephone. In certain circumstances, it may not be possible to investigate fully and respond to you within ten working days. If this is the case, we will give you a written progress update on or before the tenth working day and provide a further timeframe in which we will aim to provide our full response.

We have eight weeks to resolve your complaint. At the conclusion of our investigation and response, we will ask you whether your complaint has been resolved to your satisfaction.