Our complaints Handling Representative shall then investigate the matter by reviewing the matter file and speaking to the member of staff concerned within ten working days of acknowledging receipt of the complaint. However, please note that an investigation can take up to 8 weeks to be investigated. If, for some reason, the matter cannot be investigated within 8 weeks, then we will write to the client notifying them of this together with the reason why and giving a revised timescale.

Once the investigation has been completed, our Complaints Handling Representative shall invite the client to a meeting to discuss the issue(s) they have raised and hopefully resolve the complaint. This could be a meeting, video conference call or telephone call and the client’s preference will be taken into account along as well as how best the matter may be dealt with. This process of engagement will take place within ten working days of our concluding the investigation of the matter. Following the meeting or call, our Complaints Handling Representative shall write to the client within five working days of the meeting or call to confirm the discussion and the solution agreed upon.

If the client does not want to or is unable to attend such a meeting or engage in a discussion (or the meeting or call is not necessary), we will be happy to send the client a detailed, written response, including the proposed solution, within fifteen working days of our concluding the investigation of the matter.