Most issues can be resolved quickly by our Customer Helpdesk. If your concern requires a more comprehensive review, your case will be passed to our Care Team.

When a matter meets the criteria for a formal Financial Conduct Authority (FCA) governed review, you will receive an acknowledgement and a case reference within two working days. This provides you with peace of mind that your case is being handled appropriately.

Our Care Team considers the full context of your situation including impact and any vulnerability or safety factors. We will work collaboratively with colleagues across JLA to ensure we have a full understanding of your specific situation.

We will keep in contact throughout the process, so you always know what to expect next.

Each case is reviewed objectively, and by collating all the relevant information, we can understand exactly what has happened. This, most importantly, allows us to see how we can best facilitate a resolution for you.

Most cases are resolved within 30 days. Around 80% of more complex cases are also concluded within this timeframe, although some may take longer depending on the level of investigation required.

Once the investigation is complete, you will receive a written response that explains:

• What we have concluded
• The actions we have taken
• Next steps, where relevant

Continuous improvement is an important part of how we enhance the customer experience. We analyse themes and insight across all concerns to:

• Strengthen our processes
• Prevent repeat issues
• Improve our systems and communication
• Enhance the experience for all customers

Our senior leadership team has visibility of all concerns raised to our Care Team, and they remain closely informed about sensitive or complex matters. This visibility supports a joined-up approach and allows us to provide feedback and learnings into the wider organisation so we can continue to improve in all areas.