How long it takes

In general, this is when you can expect to hear from us:

When you first send us your complaint

• When you first send us information about your complaint, you should hear back from us within 10 working days.
• We'll check we have the information we need from you to get started. If we think we need more information – for example, to check you've complained to the business first, or to ask you for things like your account or policy numbers – we will contact you. You can read more about some of the essential information we need upfront. 
• You'll get a case reference number. Please keep this reference number safe, treat it securely like any other personal information. Use it when you contact us, it helps speed things up when you do.

When your case is ready to be allocated to a case handler

• When we have the information we need to set up your case, it will be allocated to a case handler. Some cases are allocated within a few weeks. However, at busy times, it can take longer.
• Once your complaint is allocated to a case handler, they will contact you to introduce themselves. They will be your point of contact throughout your case.

When you will receive an initial assessment

• Once the case handler has completed their investigation, they will give you an initial assessment of your case. Typically, this part of our process takes up to 90 days. A very complex complaint, or where either party disagrees with the initial assessment and asks for a final decision, may take longer. You will be updated by your case handler as things progress.

If your business is facing financial distress and you feel your complaint needs to be dealt with urgently, please let us know when you send us your complaint – or update your case handler direct.