The first step is to talk to a member of our staff or of the intermediary if your Proposal was arranged through one. This can be done informally either directly or by telephone.
Usually the best staff member to talk to will be the person who dealt with the matter you are concerned about as he/she will be in the best position to help you promptly and to put things right. If he/she is not available or you would prefer to approach someone else then ask for the manager or senior person responsible. We will seek to resolve the problem immediately. If we cannot do this then we will take a record of your concern and arrange the best way and time for getting back to you. This will normally be within two (2) working days.