How to make a complaint

When investigating your complaint, we always aim to resolve the issue quickly and fairly. In some instances, for example where a complex case is involved, it may mean that a little more time is needed to look into this thoroughly.

We’ll always try to resolve your complaint, where possible, by the end of the third working day after receipt. If you’ve a preferred communication type, please do let us know when raising your complaint as this will aid us in helping you quickly and efficiently.

If it’s not possible to resolve your complaint by the end of the third working day, we’ll send you a written acknowledgement confirming your complaint has been received, together with full details of the person who’s handling it.

In cases where we’re unable to resolve your complaint within four weeks of receipt, we’ll contact you and explain why we’ve been unable to achieve this. We’ll also give you an indication of when we’ll next be in touch.

If we’re unable to resolve your complaint to your satisfaction within eight weeks of receipt, we’ll contact you again and explain why. You can then, if you wish, exercise your right to take your complaint to the Financial Ombudsman Service.

We understand that you may be unhappy with our final decision relating to your complaint. In these instances you may be able to refer your complaint to the Financial Ombudsman. The Financial Ombudsman Service acts as an independent and impartial organisation which helps settle disputes between consumers and financial services businesses.

Before the Ombudsman can look into your complaint, you must have tried to resolve it with us first or it has been over eight weeks since you initially raised your complaint. We'll send you full details about the Financial Ombudsman Service with our final decision letter. You only have six months from the date of our final response to refer it the Financial Ombudsman Service.

You can contact the Financial Ombudsman Service by:

Phone: 0800 023 4567
Email: [email protected]
Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Website: financial-ombudsman.org.uk

You can read our Handling your complaints effectively guide for more details.