If we haven’t resolved your complaint to your satisfaction, you can ask your dedicated complaints handler to provide you with the appropriate manager’s contact details so you can escalate the issue.

The manager will aim to write back to you within five working days of receiving your communication either with a proposed resolution or a full description of our next steps.

If you’re unhappy with the way we’ve handled your complaint at any point, you can ask us to conduct an internal review. A manager will then contact you as soon as possible to seek additional information to help inform that review.