A Summary Resolution Letter is sent when we’ve been able to resolve your complaint quickly (normally within 3 business days). It confirms your complaint is resolved and explains what we did to put things right.
A Final Response Letter is sent when we can’t resolve your complaint within 3 business days. It sets out:
- a summary of your complaint
- how we investigated it
- what we found
- the outcome of your complaint
How you receive it: either letter can be sent in your preferred format (by email or post).