Customer complaints

To be considered for an appeal, you need to have submitted a complaint and received our response. This is known as a stage 1 complaint.

You then have 28 days to submit an appeal. This is known as a stage 2 complaint. The review will be undertaken by a member of our Corporate Leadership Team.

A stage 2 appeal must meet at least one of the following criteria:

• we made our decision based on inaccurate facts that could change our decision
• you have new and relevant information that was not previously available, and which might change our decision
• we overlooked or misunderstood parts of your complaint
• we did not take account of relevant information that could change our decision

What happens after your appeal

For stage 2 appeals, we will aim to:

• acknowledge and log the appeal request within five working days of receipt
• fully investigate and respond to the accepted appeal within 20 working days of it being logged

It may not be possible to respond within the 20-day period, due to the complexity of a complaint, the absence of a key officer or another specific reason. In this case, we will contact you to let you know when you can expect a reply.

You will always be notified of any changes to the standard response target.