How we handle complaints

What we will do

If we are able to resolve your complaint within 3 business days, we will send you a Summary Resolution Letter confirming that your complaint has been fully resolved. 

Acknowledgement of your complaint

If we are unable to resolve your complaint within 3 days of receipt, or if further investigation is needed, we will acknowledge your complaint in writing. We will then keep you updated on the progress we make.

Providing you with our final response

Once we have completed our investigations we will write to you with our decision explaining the reason(s) for it, this will conclude our Internal Complaints Procedure.

We will make every effort to provide you with our final response within 8 weeks from the date we receive your complaint. If we are unable to, we will explain why and let you know when we expect to be able to provide you with this.

If you are unhappy with our final response or we have been unable to provide you with this within 8 weeks of receiving your complaint you may be entitled to refer your complaint to the Financial Ombudsman Service. Any referrals must be made within 6 months of receiving our final response letter.

See How to make a complaint and Our complaint summary for more information.

The Financial Ombudsman Service

The Financial Ombudsman Service is a free service available to consumers for the impartial resolution of complaints. You may contact them at any stage of your complaint, however there are a few instances where they will not be able to assist and they will confirm if your complaint is eligible when you contact them.

Their contact details are:

Write to
Financial Ombudsman Service
Exchange Tower, London, E14 9SR

Phone
0800 0234567

We sincerely hope that matters will not reach this stage, but if they do, we agree to fully co-operate with any investigation.

If your complaint is reviewed by the ombudsman, we will be bound by their decision, if you accept it.

Following our Internal Complaints Procedure and seeking a review from the Financial Ombudsman Service does not affect your right to take legal action.

You can also register a complaint with the European Union’s Online Dispute Resolution platform (ODR). The ODR will simply pass your complaint to the Financial Ombudsman Service.