5. We will record your complaint centrally and then write to you within
2 working days acknowledging your complaint and enclosing a copy of this policy.
6. We will then investigate your complaint and this will usually involve:
- Reviewing your complaint;
- Reviewing your file(s) and other relevant documents; and
- Speaking with the person who dealt with your matter.
7. We may also need to ask you for further information or documents. If so, we will ask you to provide the information within a specific period of time – usually two weeks.
8. We will update you on the progress of your complaint at appropriate times.
9. We may also, if appropriate, invite you to a meeting (which may be online) to discuss your complaint. You do not have to attend if you do not wish to or if you are unable to.
10. At the end of our investigation, we will write to you to tell you what we have done and what we propose to do to resolve your complaint. Where possible, we will aim to do this within
21 days of the date of our letter of acknowledgement (or after receipt of additional documentation from you).