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How long before I can expect a response?

We always aim to resolve complaints in the first instance – in some cases this can take up to 28 days, and this is to ensure that we give your comments the attention they deserve. As a general rule, we will aim for a response to be with you within 21 days, however, this can take longer depending on the issue you have raised, or during some of our busier peak periods like summertime. Wherever possible, we will aim to keep you updated if this does happen.

We always aim to offer a satisfactory resolution for you, and if there are any issues, we will aim to rectify them in our response. In order to help us reach a quicker resolution for you, please also be specific in your complaint, and let us know what you would consider a suitable resolution.