Once we have received your complaint it will be handled by the appropriate person in the relevant operation area in order to come up with suitable conclusions. We will aim to notify you of the outcome with 2 to 3 days, however, if the complaint is technical in nature it may take up to 40 days. However if it is serious or complex a complaint may take some time and may need to further therefore we will work with you to ensure a resolution is reached as quickly as possible. We will then personally respond to you in writing regarding the outcome of the complaint.