How long do complaints take to resolve?

We aim to resolve complaints as quickly as possible:

Acknowledgment: Within 24-48 hours of receiving your complaint.

Simple issues: Often resolved within 3-5 business days if straightforward.

Complex complaints: May take up to 15 business days if investigation is needed.

Maximum timeframe: We aim to provide a final response within 8 weeks, as per best practice.

Updates: If resolution takes longer than expected, we'll update you on progress weekly.

Expedited handling: Urgent issues (e.g., missing funds) are prioritised for faster resolution.

Your cooperation: Providing complete information upfront helps us resolve complaints faster.