When we receive a complaint, we aim to resolve the matter quickly and satisfactorily by the end of the next business day.If the matter is more complex or we need more information, we will acknowledge your complaint in writing and let you know what further information we need to complete our investigations.We aim to resolve most of the complaints and provide you with a final response within 5 working days and in any event not more than 8 weeks.In the unlikely event the complaint is not resolved within 8 weeks we will contact you to explain why the process has been extended.If you are not satisfied with our final response or if 8 weeks has passed since you first let us know about your complaint, then you may refer your complaint to either the Financial Ombudsman Service or Claims Management Ombudsman who both provides an independent review service for unresolved complaints that is free to customers.