If you are not satisfied with Pip’s initial response you may refer it in writing to our Internal Dispute Resolution (IDR) Committee, which is independent of the original complaint process. The committee will acknowledge your request for an IDR review within 5 business days of receipt. If the committee requires further information, a request will be made of you at this time. The committee will investigate all details of your complaint and will provide a written response outlining any reason for the decision and will inform you of any action Pip intends to take in resolution of the complaint.

The committee will respond within 30 calendar days from the initial receipt of the complaint. Should this not be possible, the committee may discuss that with you and request a later response date.