We are committed to providing you with a first class service, however we do understand that things don't always go to plan and there may be an occasion when you feel that we may not have met your expectations and you wish to make a complaint. We will always try to get to the bottom of any complaint quickly and efficiently.
How to make a complaint
You can make a complaint:
Resolving your complaint
When we receive a complaint, we will contact you within three working days to confirm receipt. We will also confirm the name and contact details of the member of staff that is investigating your complaint along with an estimation of how long this is likely to take.
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.
In the unlikely event that we are still 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
We investigate all complaints fully, but 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: