OUR PROMISE TO YOU
- If it matters to you, it matters to us
- We will listen and consider how you would like us to resolve your complaint
- The information you give will be used to help us to improve
HOW TO MAKE A COMPLAINT
You can contact us quickly using any of the below options and we'll get started on putting things right for you.
KEEPING YOU INFORMED
Our Complaint Handlers will usually be able to resolve your complaint quickly, but some more complex complaints can take a little longer. Where we have not been able to resolve your complaint straight away, we will acknowledge your complaint in writing within 5 working days. We will then work hard to finish our investigation and resolve your complaint quickly, keeping you informed of our progress.
TAKING IT FURTHER
We always aim to resolve your complaint internally. However, if you are not completely satisfied with the offered solution, or if 8 weeks have passed since you first brought your complaint to our attention, you have the right to refer your complaint to the Financial Ombudsman Service. You should do this within 6 months of the date of our final response.
The Financial Ombudsman is unable to deal with your complaint unless you have given us the opportunity to put things right for you. The Financial Ombudsman is an independent service for resolving disputes between consumers (you) and financial firms (us). This service is free of charge.