We will let you know when we are likely to be able to provide a response to your complaint. We will keep you up to date on our progress and of any expected delays in resolving your complaint.
If we investigate your complaint, we will take steps to ensure that the key facts are identified and clarified before the investigation.
Once we have completed our investigation, we will communicate the outcome including the reason/s for our decision and what action we have proposed or put in place.
All complaints will be managed initially by our Operations team. Where this is not possible, we may decide to escalate the complaint to a Manager within Instant.
If you are dissatisfied with the outcome of your complaint and seek a review of our decision, we will escalate your complaint to a Director at Instant for review of our original decision. The decision of Instant’s Director shall be final.