How will we respond?
Our Underwriting Manager will work with you to investigate your complaint and resolve the situation to your satisfaction as quickly as possible.
In the event that your complaint cannot be resolved quickly and to your satisfaction we will:
i) Provide a written acknowledgement of your complaint within five working days.
ii) Provide details of who will be dealing with your complaint at Isis and how you can contact them. You will be able to have a personal meeting if you require.
iii) Advise how long we think it will take us to investigate your complaint.
iv) Aim to resolve your complaint within four weeks of the complaint being made.
In the event that we are unable to resolve your complaint within this timescale, we will inform you, prior to the expiry of this four week period, why we are unable to resolve it at that time, what will happen next and when we expect to be able to write to you with a final response.
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