Complaints Procedure

We are committed to resolving complaints effectively and as quickly as possible. In the unlikely event that you wish to make a complaint, please either:

We will do all we can to resolve your complaint within three business days. If we are unable to do this, we will write to you to let you know  what we have done to resolve the problem, or let you know when you can expect a full response. Any complaint, verbal or written, will be referred to a member of the senior management at the earliest opportunity.

You will receive contact from us advising on progress if we cannot respond immediately. We will let you have our final response as soon as possible and not later than eight weeks. The timescale can be dependent on the complexity of the case.

We Will…

  • Promptly acknowledge the complaint in writing.
  • Give details in our acknowledgement letter of the Financial Ombudsman Service.
  • Make contact to seek clarification on any points where necessary.
  • Fully investigate the complaint.
  • Keep you informed of our progress.
  • Discuss with you our findings and proposed response.

Our final response will:

  • Provide you with a summary of the complaint, setting out the outcome of our investigation and our final view on the issues raised.
  • State our reasons for upholding, or for not upholding your complaint.
  • Explain your right as a consumer to refer your complaint to the Financial Ombudsman Service if you are unhappy with our response, within six months of our final response.
  • Provide you with a summary of the complaint, setting out the outcome of our investigation and our final view on the issues raised.
  • State our reasons for upholding, or for not upholding your complaint.
  • Explain your right as a consumer to refer your complaint to the Financial Ombudsman Service if you are unhappy with our response, within six months of our final response.

Financial Ombudsman Service

If you are not satisfied with our response, or if for any reason the complaint is not resolved after eight weeks, you may refer the complaint to:

Financial Ombudsman Service,
Exchange Tower,
London,
E14 9SR.

Telephone: 0800 023 4567 and 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk