We acknowledge your complaint
The team should confirm that the complaint has been received and explain who is handling it.
Complaints
Tell us when something has not gone right
A clear complaints process helps the business investigate concerns, explain decisions and identify where service should improve.
What happens after you complain
We investigate the concern
Relevant calls, documents, communications and policy information may be reviewed.
We explain the outcome
You should receive a clear response, including reasons and any action the business proposes.
External resolution remains available
The final page must name the applicable independent dispute resolution scheme and explain when it can be contacted.