How we will handle your complaint?

Our customers are at the heart of everything we do, and we are committed to providing you with the best possible service. We know that sometimes we get things wrong and need to put this right. 

How long it will take?

We’ll always try to resolve your complaint as quickly as possible. Where we need to look into your complaint in more detail we will write to you to let you know and keep you updated with our progress until it has been resolved. If we are unable to resolve it within eight weeks, we will contact you with an update including information on how to refer your complaint to the Financial Ombudsman Service if you are unhappy with the progress. 

What to do if we can't reach an agreement?

We want to be able to resolve your complaint to your full satisfaction. However if after we've done everything we can to help, you're not satisfied with our final response you can refer it to the Financial Ombudsman Service. The Financial Ombudsman Service will independently review your case for free but you must contact them within six months of the date of our final response letter to you.

You can get in touch with them: By phone Call 0800 023 4567 (free if you're calling from a fixed landline).

You can send an email to complaint.info@financial-ombudsman.org.uk or visit their website.

You can write to them at, Financial Ombudsman Service, Exchange Tower, London, E14 9SR.

Further information can be found on the Financial Ombudsman Service website: www.financial-ombudsman.org.uk.