Should you wish to raise a formal complaint you may do so by emailing our complaints team, [email protected]. We will acknowledge your complaint within 5 working days from receipt of the complaint
Our commitment to you
Every one of our customers is important to us, and we believe that you have the right to a fair swift and courteous service at all times. We are in receipt of your complaint and we will deal with it promptly, effectively and in a positive manner.
Should a resolution be reached within 3 days of receipt of your complaint and you have confirmed you are happy with the outcome, we will send you a summary response letter, outlining details of our investigations and findings as well as the outcome. This letter is our final response but will include how to escalate your complaint should you be dissatisfied with our decision. The summary response will include the FOS leaflet and website details.
We will investigate your complaint and endeavour to have your final response sent within four weeks of your initial complaint. However, if we are unable to meet this timeframe for sending you a final response, we will send you an update
We will endeavour to send a final response to you within eight weeks of receipt of your initial complaint. If we are unable to provide you with a final response within this timeframe, we will write to you explaining why, and when you can expect a final response.
If more than eight weeks from the date of your complaint has passed and you have not received a final response, or you are dissatisfied with the final response you have received, at any stage in the process, you have the right to refer your complaint to the Financial Ombudsman Scheme free of charge.
Address: Financial Ombudsman Service (FOS), Exchange Tower, London E14 9SR
Phone: 0800 023 4567
Note: You must refer your complaint to the Financial Ombudsman within 6 months of the date of your Final response.