We’ll do everything we can to make sure your complaint is resolved in a way you’re happy with. If possible we'll try to set things right without having to conduct a formal investigation.
If a formal investigation is necessary, below you'll find our Complaints Handling Procedures.
If you're based in the 🇬🇧 United Kingdom the timelines you can expect are as follows:
Within 3 working days of receiving your complaint, you will receive a written response from us acknowledging your complaint and confirmation of how it is being dealt with.
Where we need to conduct an internal investigation, which may involve liaising with third-party suppliers and waiting for supporting documentation, we may not be able to provide a resolution right away.
If we can’t resolve your complaint within 3 working days, you will receive a response from us acknowledging your complaint and confirmation of how it is being dealt with within 5 working days.
Once an investigation into your complaint has been completed, we will write to you with our findings and any proposed resolution.
Whilst our intended maximum response time to provide a final response is 8 weeks (in line with regulatory requirements) we understand that this is a long time and will endeavour to keep you informed of the progress of our investigation and the status of your complaint in advance of that.
If you're based in the 🇺🇸 United States the timelines you can expect are as follows:
Within 10 working days of receiving your complaint, you will receive a written response from us acknowledging your complaint and you'll find attached our complaint handling procedure manual
After acknowledging the complaint we will provide a final response within 30 business days.
Some complaints can take more time to resolve, particularly where we need to conduct an internal investigation, which may involve liaising with third-party suppliers and awaiting supporting documentation.
Once an investigation into your complaint has been completed, we will write to you with our findings and any proposed resolution.
If after 30 business days we have been unable to complete our investigation or resolve the complaint, we will provide an update on the investigation and inform you of when to expect our final response