If we can’t agree a solution within 8 weeks and your complaint relates to our credit brokerage service we will:
Send a letter giving our reasons for the delay and an indication of when we expect to provide a final decision.
Issue our final decision letter which will explain our final position.
Our aim is to resolve all credit brokerage related complaints internally. However, if after receiving our final decision letter or 8 weeks have passed you may have the right to refer your complaint to the Financial Ombudsman Service (FOS).