If your complaint can’t be resolved at this point, we’ll allocate your complaint to a manager who’ll:
- Acknowledge receipt of your complaint
- Review the complaint then contact you to discuss:
- The timeframe for resolution of the complaint
- Steps to resolve the complaint
- Request additional information if required
- Take action to resolve your complaint
- Provide to you in writing:
- The decision and reasons for the decision
- Avenues to request an internal review with a senior representative who was independent of the original decision
- Details of the available external complaint/dispute handling bodies