On this page you’ll find out more about when you can expect to hear from us about your complaint.

There is a high demand for our service at the moment. If you’ve sent us details of your complaint, you can expect to receive an acknowledgement from us within 2 weeks – although this can be up to 2 months for a PPI complaint.

At busy times, it can take around 4 months for us to allocate your case to a case handler for assessment – although this may be longer for some product types. You can find out more about timelines for specific complaint types in the complaints we can help with section of this website.

A complex complaint, or where we need to gather more information, may mean it takes longer. If you’re facing financial hardship or severe ill health, please let us know.