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How will you manage my complaint?

FAQs

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How will you manage my complaint?

If you have lodged a complaint, then we will

  • Acknowledge that we have received your complaint.  In most cases you will receive our acknowledgement very quickly however in some cases this may take up to 10 days
  • Resolve all complaints as quickly as possible and in most cases this happens within 15 business days. However, there may be times where it takes us up to 20 business days
  • Use the information you provide, together with our records, to help resolve your complaint
  • Contact you if we require additional information
  • Respond in writing  and provide an explanation of the reasons behind our decision