We are getting started
It is really important that we get this service right. A Live Pilot is necessary to help us confirm that the standards we have identified achieve the highest level of quality and consistency in delivering fair and reasonable outcomes on a transparent basis. The Live Pilot is the final step in preparation for our full launch, which is planned for this summer, but due to COVID-19 disruption might be delayed until later this year.
Customers taking part in the Live Pilot will receive the first determinations from this new service and complaints will be reviewed in line with our principles.
The length of time it takes to assess a complaint during the Live Pilot will depend on its complexity and the availability of relevant information received. We will keep you updated on progress.