Resolving your complaint

We aim to resolve most complaints right away, but sometimes it might take a bit longer. Here’s what you can expect:

• Immediate Resolution: We try our best to sort out your complaint within 3 business days. If we can do that, we’ll send you a Summary Resolution communication to confirm the resolution.
• Taking a Bit Longer: If we need more than 3 business days to address your complaint, we’ll send you a letter to let you know. We’ll also keep you updated on our progress until we have resolved your issue.

We will aim to resolve all complaints within 8 weeks.