Resolver's aim is to make complaints as simple and effective as possible.
Some companies prefer to reply to complaints using the customer details that they have on file.
This means that some companies will respond by phone, by post, or to your personal email address. This often includes those with particular security procedures, i.e. banks.
Not to worry, all communication is good.
If you feel it will benefit your case, you can reply to the company outside of Resolver.
You can then upload copies of these communications to your case file as attachments.
This will mean you have a record of everything saved in Resolver – just in case you need to escalate later.