Corporate Complaints Policy - January 2026
Under what circumstances might your complaint not be considered or escalated?
We will always provide the reason why a complaint will not be accepted or progressed further after an initial response has been issued. This could be because there is another process that should be followed such as an appeal or because the complaint is late. We will not usually investigate any complaint made more than 12 months after the date of the event or matter that instigated the complaint, or the date that you became aware of it. Time delays can mean that a thorough investigation is no longer possible. Consideration will be given to complaints where there are special circumstances leading to delayed reporting.
