If your complaint cannot be resolved by the close of business of the third business day, following the day it is received, we will promptly send you a written acknowledgement to confirm it has been received and that we are dealing with it.

If we have reasonable grounds to be satisfied that another firm maybe solely or jointly responsible for any complaint issues raised, we will promptly forward the complaint (or the relevant part of it), in writing to that firm. We will write to you to confirm our actions and provide you with the contact details of the firm concerned.

We will investigate your complaint competently, diligently and impartially. We will take into account any documents and/or information which you may provide in relation to your complaint. If necessary, we may request further relevant evidence and information/documentation from you to assist us with your investigation.

We will ensure that you are kept informed of our progress with regard to the investigation into your complaint and once we have finalised our investigation, we will issue our Final Response letter. All communications with you will be clear, fair and not misleading.

If we have been unable to conclude our investigation or issue our final response within eight weeks, we will write to you and provide an explanation as to why we are not in a position to issue a final response and indicate when we expect to be able to provide one.