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

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We aim to resolve your complaint as soon as possible, normally within 3 business days, at which point we will send confirmation that your complaint has been resolved via a 'Summary Resolution'. This letter will outline the action we have taken to resolve your complaint, and confirm that we have marked your complaint as resolved on our system.

Sometimes we may require a little longer to resolve your complaint. The Financial Ombudsman Service allows up to 8 weeks to resolve a customer's complaint but in most cases, we hope to do this much quicker. If we aren’t able to resolve your complaint within 3 business days, we will send you a ‘Final Response Letter’ which outlines a summary of your complaint, an explanation of how we have investigated your complaint, our findings, and the outcome of your complaint.

Either letter will be sent to your preferred format, whether this be via email or by post.

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