We will write to you within seven days acknowledging your complaint, enclosing a copy of this policy.

We will investigate your complaint. This will usually involve a two-stage process:

Stage One – a review undertaken by the supervisor of the matter, who will:

• review your complaint;
• review your files(s) and other relevant documents;
• liaise with the person(s) who dealt with your matter;
• provide a response to your complaint.

If your complaint remains unresolved following Stage One:

Stage Two – a review undertaken by the Risk & Compliance Team, who will:

• review your complaint and the Stage One investigation and outcome;
• consider any further information, documents, or further comments in response to the Stage One complaint;
• provide a response advising whether the Stage One complaint outcome is upheld, or whether any aspects of the Stage One response have been reviewed during the Stage Two process.

We may need to ask you for further information or documents during the complaints process. If so, we will ask you to provide the information within a specific period of time.

We will update you on the progress of your complaint at appropriate times.

We may also, if appropriate, invite you to a meeting to discuss your complaint. You do not have to attend if you do not wish to or if you are unable to. We will be happy to discuss the matter with you by telephone.

We will write to you at the end of our investigation 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 and, in any event, within eight weeks of the date of your complaint.