Complaints Policy

Complaints Procedure

We pride ourselves on our excellent standard of customer service and go to every length to ensure that our customers are satisfied. 

However, if you would like to make a complaint, please do not hesitate to contact us. Our dedicated team will resolve your complaint as quickly as possible, following the procedure outlined below:

Once we’ve received your complaint, we will aim to resolve it within three working days. If you call us to discuss your complaint, we will try to resolve the matter on the same call and then write to you to check you’re happy with the resolution.

If, for any reason, we’re unable to resolve your complaint by the end of the third working day, we will write to you within 5 working days of receiving your complaint to acknowledge that we have received it.

We will write to you with a Final Response within 28 days of receiving the complaint.

If, for any reason, we are unable to do this, we will provide a written update.

We will then write to you with a Final Response within 56 days of the date of the complaint.

If, for any reason, we are unable to do this, we will provide a further written update. At this point, if you are unhappy with our response, you can take the complaint to the Financial Ombudsman Service.

How do I pass my complaint to the Financial Ombudsman Service?

The FOS’ details are:

Financial Ombudsman Service
Exchange Tower
London

E14 9SR
Website: www.financial-ombudsman.org.uk
Email: [email protected]
Phone: 0800 023 4567 or 0300 123 9123

If you do not want to complain to the FOS, and wish to complain online, you can do so via the Online Dispute Resolution Platform – http://ec.europa.eu/consumers/odr/