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Policy

Corporate Governance Framework

Our corporate governance framework sets out the necessary responsibilities and procedures that guarantee we operate properly.

Published
29 October 2021

Last updated
15 January 2026 - Changes

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  1. Contents
  2. Appendix 5 – Complaints policy
  3. Time limits

Time limits

The following time limits apply to making a formal complaint:

Stage 1 complaint:

Within 3 months of the issue arising. If the complaint is about a particular incident you should make it as soon as you can after the event.

Stage 2 complaint:

Within 28 days of the date of the stage 1 reply from us.

Complaints to the Ombudsman will have different time limits. You can check what these time limits are on the Ombudsman website (opens in new tab) or by calling 0345 015 4033.

We understand that each case is different so we may extend these time limits depending on the circumstances of the case.

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