Complaints

How to make a complaint

We take every complaint seriously and aim to resolve all complaints quickly and fairly.

Step 1

Contact us

If you have a complaint, please contact us in the first instance. We will do our best to resolve it promptly.

Email: [email address]
Write to: [Registered address]

We will acknowledge your complaint in writing within 5 business days of receiving it.

Step 2

Investigation

We will investigate your complaint fully and send you our final response within 8 weeks of receiving it.

If we are unable to provide a final response within 8 weeks, we will write to you explaining why and letting you know when we expect to be able to provide one.

Step 3

If you remain dissatisfied

If you are not satisfied with our response, or if we have not resolved your complaint within 8 weeks, you may refer your complaint to the Financial Ombudsman Service (FOS).

Financial Ombudsman Service

Exchange Tower
London
E14 9SR

Telephone: 0800 023 4567
Website: www.financial-ombudsman.org.uk

The FOS service is free of charge to consumers. You must refer your complaint to the FOS within 6 months of our final response.