We will send you an email acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure – in this email we will confirm the name of the member of the Investigation team which has been allocated to your case.

We will then investigate your complaint. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement email.

If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a different member of the Investigation team. This information will be confirmed to you in our acknowledgement.

We will email you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.

If you are still not satisfied after the last stage of the in-house Investigation procedure (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from our Group Compliance Officer. This response will be our full and final response. It is important that you set out in writing why you remain unhappy with the two previous reports.