How long will my claim take?
It depends on the complexity of your complaint but generally:
1. When we have received your completed claims pack we have to wait for 14 days before we issue the initial compliant. This a regulatory requirement to give you chance to change your mind, but it also gives us time to prepare your case.
2. After the 14 day cooling off period, we will issue your complaint to the defendant and ask them to assess the complaint. If there are any issues that need addressing we will deal with them accordingly. Unless we need more information from you, we will not need to contact you. However, if the defendant contacts you direct, we would ask that you inform us immediately.
3. 8 weeks from the date the defendant has acknowledged the complaint, we will ask for a final decision to be issued. If we are not satisfied with the response, we may ask the Financial Ombudsman Service (FOS) to assess the complaint or we will ask the defendant to escalate the complaint.
4. Overall, we would expect the process to take on average, 16 weeks.
It depends on the complexity of your complaint but generally:
1. When we have received your completed claims pack we have to wait for 14 days before we issue the initial compliant. This a regulatory requirement to give you chance to change your mind, but it also gives us time to prepare your case.
2. After the 14 day cooling off period, we will issue your complaint to the defendant and ask them to assess the complaint. If there are any issues that need addressing we will deal with them accordingly. Unless we need more information from you, we will not need to contact you. However, if the defendant contacts you direct, we would ask that you inform us immediately.
3. 8 weeks from the date the defendant has acknowledged the complaint, we will ask for a final decision to be issued. If we are not satisfied with the response, we may ask the Financial Ombudsman Service (FOS) to assess the complaint or we will ask the defendant to escalate the complaint.
4. Overall, we would expect the process to take on average, 16 weeks.
