Complaints Procedure

We aim to provide you with a high-quality service at all times. However, we recognise that sometimes things can go wrong. If you are dissatisfied with our service, we want to know about it so that we can put things right.

How to make a complaint

You can make a complaint by contacting us via:

Our process

We will acknowledge your complaint within 5 working days. We will then investigate the matter and provide you with a full response within 8 weeks.

If you are still not satisfied

If you are not satisfied with our final response, or if we have not provided a response within 8 weeks, you may be able to refer your complaint to the Financial Ombudsman Service.

The Financial Ombudsman Service is a free and independent service for resolving disputes between consumers and financial firms.

Financial Ombudsman Service

• Website: www.financial-ombudsman.org.uk
• Telephone:
  0800 023 4567 (free from UK landlines and mobiles)
  0300 123 9123
• Address:
  Financial Ombudsman Service
  Exchange Tower
  London
  E14 9SR