Complaints

We will do our best to resolve your complaint immediately. If we can’t do that, we always aim to deal with your complaint by the next day. Sometimes it may take longer to fully investigate your concerns. If this is the case, we will do the following:

• If your complaint is resolved within 3 working days, you will receive summary response communication
  If not, we will:
  – Acknowledge your complaint in writing
  – We aim to find a solution within four weeks. If we are not able to do so, we will contact to you explaining what is happening and when we do except to resolve your complaint. Within eight weeks we will send you a final response or a thorough report on our progress.

We aim to deal with your complaint as quickly as possible to your complete satisfaction.

If you are not happy with the response you receive from us, please contact the person who handled your complaint. They will then agree the next steps with you. Your final response letter will also signpost you on how to move your complaint to the next level.

We always deal with your concerns ourselves. However, if you are not satisfied with our final response or if eight weeks have passed since you first let us know about your concerns, you can ask the Financial Ombudsman Service to review your complaint. The Financial Ombudsman Service provides a free, independent service for customers to solve disputes with financial firms.

The Financial Ombudsman Service say they will only deal with your complaint if you have given us the opportunity to put matters right, so please contact us first and we will do all we can to help you.

• By post:
  Financial Ombudsman Service,
  Exchange Tower
  London
  E14 9SR
• By phone: 0300 123 9 123
• By e-mail: complaint.info@financial-ombudsman.org.uk
• Website: www.financial-ombudsman.org.uk