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What is the difference between a Final Response Letter and a Summary Resolution Letter?

  • Updated

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).

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