On this page you’ll find more detail about how long you can expect it to take once you've sent us your complaint.
It’s currently taking longer than we’d like to allocate cases to our case handlers for investigation. We’re working to improve waiting times. If we’ve let you know that we’ve received your complaint, we’ll contact you as soon as your case is with someone who can help. We’d be grateful if you could avoid contacting us for an update, unless your circumstances have changed. You can read more about our timescales on this page.
Typical timescales for resolving your complaint
Below you'll find information about the timescales you can expect at each stage.
When you first send us your complaint
When you first send us information about your complaint, you should hear back from us within 10 working days.
We'll check we have the information we need from you to get started. If we think we need more information – for example, to check you've complained to the business first, or to ask you for things like your account or policy numbers – we will contact you. You can read more about some of the essential information we need upfront.
You'll get a case reference number. Please keep this reference number safe, treat it securely like any other personal information. Use it when you contact us, it helps speed things up when you do.
When we have the basic information we need to set up your case, it will be allocated to a case handler for investigation. Some cases are allocated within a few weeks. However, at busy times, it can take considerably longer for some types of cases to be allocated. You can find out more about timescales for specific complaint types by choosing the product area you’d like to read about in the ‘complaints we can help with’ section of this website.
When your case has been allocated to a case handler for investigation
Once your complaint is allocated to a case handler, they will contact you to introduce themselves. They will be your point of contact throughout your case. You can find out about the standards we set ourselves in our communication with you on 'our customer service' page.
Once the case handler has completed their investigation, they will give you an initial assessment of your case. Typically, this part of our process takes up to 90 days. A very complex complaint, or where either party disagrees with the initial assessment and asks for final decision, may mean it takes longer. You will be updated by your case handler as things progress.
Complaints that require an ombudsman's final decision
If either you or the business don’t agree with the case handlers’ initial assessment and ask for a final decision, your complaint will be passed to one of our ombudsmen.
How long this takes will depend on a number of factors, including the type of complaint brought to us. We’ll do all we can to get your case to an ombudsman for review as soon as possible. During this time the case handler who reviewed your case will continue to be your main point of contact. They will keep you updated with your case’s progress; you can expect to hear from us every two months during this time.
Telling us about your circumstances
If you’re facing financial hardship or severe ill health and feel your complaint needs to be dealt with urgently, please let us know when you send us your complaint - or update your case handler direct.
If you need to update us about your circumstances before your complaint is with a case handler you can contact us on our helpline number quoting your reference number.