If you feel we haven’t lived up to these expectations then we would like to hear from you. In the first instance please contact us and we will do all we can to resolve any issues as quickly as possible without unnecessary fuss or formality.
Our complaint management process is fully compliant with the Financial Conduct Authority rules and which follows the guidelines recommended by the Financial Ombudsman Service and the Ombudsman Service.
We will do all we can to resolve your complaint immediately. If this is not possible we will write to you within five working days to acknowledge your complaint and advise you of the person dealing with it.
We undertake to give you a full response within 4 weeks of receipt of your complaint or an explanation if more time is required.
Where more time is required we are committed to giving you a full response within a maximum of 8 weeks from receipt of your complaint.
If we have not issued our ‘final response’ within 8 weeks, or the situation is ‘Deadlocked’, in that you are still dissatisfied with our response, you can ask the relevant Ombudsman Service for an independent review. The relevant Ombudsman Service will only consider your complaint once you have tried to resolve it with us, so please take up your concerns with us first.
Financial Ombudsman Service for a complaint relating to financial services
Financial Ombudsman Service
London E14 9SR
Phone: 0800 023 4 567
The Ombudsman Services for a complaint relating to other services
The Brew House
Warrington WA4 6HL
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