Monthly Progress Report
This section contains a report (updated monthly) setting out our progress with the complaints and consequential loss claims received by the GRG complaints process, as well as information on the outcomes and offers that have been made to date.
As at the end of 2019 all customers have received at least an initial outcome letter and we are now focused on issuing final outcome letters once the Independent Third Party has finalised ongoing appeals, and assessing any consequential loss claims.
After an initial outcome letter has been issued to a customer they have 56 days to consider the offer and whether to appeal and then there is the option to consider a claim for consequential loss. We are committed to issuing all final outcome letters as quickly as possible and we believe we have the optimal resources to achieve the right balance between pace, quality of investigation and consistency of outcomes