We are committed to providing you with a great service, however we do understand that there may be occasions when we have not met your expectations and you may wish to make a complaint. 

How to make a complaint

You can make a complaint:

Resolving your complaint

When we receive your complaint, we will investigate it thoroughly to ensure a fair outcome. If we are unable to complete our investigation within three days, we will write and tell you.

Once we are able to answer your complaint, we will send you our Final Response letter. This will be as soon as we are able and within eight weeks of your original complaint.

If we are unable to provide a response within eight weeks, we will contact you to provide the reasons for the delay and a further indication of when we expect to be able to make our final response. We will also give you details of the Financial Ombudsman Service and how to contact them.

What to do if you are unhappy with our response

If you are unhappy with our final response, or eight weeks have passed since you first made your complaint, you can contact the Financial Ombudsman Service. If you do choose to contact the Ombudsman, you must do so within six months of our final response. The Ombudsman will not be able to investigate any complaints on your behalf if more than six months has passed unless the delay is as a result of exceptional circumstances.

You can contact the Ombudsman: