Complaints Procedure

There are several ways to make a complaint. You can contact us by phone, face to face, or by sending a letter or an email to [email protected]. Upon receipt, we will refer your complaint to the individual or department best equipped to respond.

Acknowledgement of Complaints

We will acknowledge receipt of your complaint within 5 working days.

Investigating and Responding

Your complaint will be thoroughly investigated. We aim to provide you with a final response within 8 weeks of receiving your complaint.
Where possible, we will provide a formal written response sooner, and may outline any proposed actions to resolve the reported issues and, if necessary, an apology.

If You Are Not Satisfied

If you are not happy with our response, and you are an eligible complainant, you may escalate your complaint to the Financial Ombudsman Service. You must do so within six months of the date of our final response letter.

You can contact them:

By phone: 0800 023 4567
By post: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR
By email: [email protected]
Online: www.financial-ombudsman.org.uk