Complaints

Complaints

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 initially acknowledge your complaint. Please note that we have eight weeks to respond to you with a final decision, although we will keep in contact with you during that time to update you with the progress of our investigation into your complaint.

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: 0300 123 9123

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 whether we acknowledge there has been a fault on the part of our business
  • 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