Dispute resolution

When will I receive details of the outcome of my Complaint / Dispute? You will normally receive an email, letter or telephone contact providing the outcome of the IDR’s decision within twenty one (21) days of receiving a receipt of your request. If a decision cannot be reached within that time, We will contact you and advise when you may expect a decision to be made.

We aim to settle all complaints and disputes in a fair and prompt manner. If your complaint or dispute is not resolved in your favour, you will be provided with details of the basis upon which IDR came to their decision and your rights regarding the decision. From time to time, the IDR may request further information from you in relation to your complaint or dispute to enable it to be resolved in a fair manner.