How do I complain?
We are committed to treating you fairly, if you're not satisfied with any aspect of our service,
please send your complaint in writing to the contact details at the foot of this page, or alternatively e-mail
How we will deal with your complaint
In dealing with your complaint we will:
- Give your complaint immediate attention, and in any event acknowledge receipt within five days of our Complaints Team receiving it;
- Do our very best to resolve your complaint as soon as possible, and keep you regularly updated on its progress;
- Inform you of the person who is dealing with your complaint, and ensure that they are of appropriate seniority; and
- Send you our full response within four weeks of receiving your complaint.
We will send you a final response within four weeks of receiving your complaint (Which may be extended to eight weeks if we need more time to deal with your complaint).
We will include details of how, if you are dissatisfied with the way we have handled your complaint, you can refer your complaint to the Financial Ombudsman Service (FOS). You can complain to the FOS at any time after you first raise your complaint with us, but you must complain to them within six months of raising the matter with us.
Contact details for the Financial Ombudsman Service is as follows: