Step-by-step complaints procedure.

If you’re not completely happy with our service we’d like to hear about it so we can do something to put it right.

We do everything we can to make sure our customers get the best products and service possible, however, sometimes we understand that we may not get things right. If this happens, please let us know.

We want to:

  • make it easy for you to tell us what went wrong;
  • give your complaint the attention it deserves;
  • resolve your complaint without delay; and
  • Provide you with the right outcome to your complaint

How & where to complain.

If you are not satisfied with any aspect of our service or products you can tell us in the following ways:

  • In person
  • In writing via email or letter
  • By telephone

We always aim to resolve complaints in a timely manner and to the satisfaction of all concerned. We endeavour to resolve complaints quickly, through thorough investigation.

All complaints received and resolved will be recorded so we are able to identify trends and make the necessary business changes to improve the services to our customers and prevent repeat occurrences.

If a 3rd party is solely responsible for the complaint or the reasons for the complaint, we will refer the complaint to them within 5 business days and write to the customer to make them aware of this.

If a 3rd party is jointly responsible for the complaint with us, we will refer the complaint to them within 5 business days, write to the customer to make them aware of this, and then investigate and handle the complaint points relating to us as per our normal process.

The Financial Ombudsman Service.

Our aim is to resolve all complaints internally. However, if if we are unable to do so, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS). Their contact details are shown below.

If you would like the Financial Ombudsman Service to look into your complaint you must contact them within six months of the date of our final response letter.

The Financial Ombudsman Service
Exchange Tower
London, E14 9SR
Telephone: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk

Further information can be obtained from the Financial Ombudsman Service’s website at www.financial-ombudsman.org.uk