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Complaints

It is our intention to provide you with a high level of customer service at all times. If there are occasions when we do not meet your standards, please contact the Complaints Manager either orally or in writing, who will take details of your concerns.

We will acknowledge your complaint promptly in writing and do our best to resolve the problem quickly, keeping you informed of progress and the measures being taken. In the unlikely event that we have not resolved the complaint within 8 weeks, we will write again to explain the reasons and advise when we expect to be able to do so.

How to register a complaint

If we cannot resolve your complaint

If we cannot satisfy your complaint, you may be entitled to refer it to the Financial Ombudsman Service and we will provide you with information about their service.

The Financial Ombudsman Service is a free, independent service for settling disputes between consumers and financial businesses. It is also open to some small businesses, charities and trusts. You can normally refer a complaint to them within six months of receiving our final response, or once eight weeks have passed since you first complained if you have not had our final response by then.

  • Website: www.financial-ombudsman.org.uk
  • Phone: 0800 023 4567 or 0300 123 9123
  • Post: Financial Ombudsman Service, Exchange Tower, Harbour Exchange Square, London E14 9SR

A copy of our complaints procedure is available free of charge on request, and we can provide it in another format if you need one. If we can resolve your complaint by the end of the third business day after we receive it, we will confirm that to you in writing.

This procedure is also set out in our Terms of Business.