We respond in a timely manner to our customer’s questions and queries, and address any issues or concerns promptly. However, we may sometimes need more time to properly investigate the issue. We will always try to resolve your complaint within 3 working days of receiving it, if we cannot do so, we will keep you updated throughout our investigation, ideally by phone but, if this is not possible, by e-mail or letter.
We like to keep you informed so if you want to speak to someone about your complaint you can, using any of the methods below. In the unlikely event that we have been unable to come to a resolution within 8 weeks we will send you a further update to explain why there is a delay and when you can expect a response. This will include information on how to refer your complaint to the Financial Ombudsman Service. We will also enclose their standard explanatory leaflet should you wish to escalate your complaint to them. You should do this within six months of the date of our final response or they may not consider your complaint after this time.
The Financial Ombudsman Service
The Financial Ombudsman Service is an independent intermediary body. You can contact them if you are dissatisfied with our final resolution. You can write to them at:
Financial Ombudsman Service
You can get in touch by calling, by post, by email or by filling out our online form. One of our Customer Support Team will be happy you’ve got in touch and will work with you to resolve any problems you are experiencing.
Phone: 0330 024 9803
Post: Customer Support, Street UK, Neville House, 14 Waterloo Street, Birmingham, B2 5TX, United Kingdom.
If you’d like to make a complaint using our online contact form, please contact us here.