We hope the service that we provide to all our customers meets, and indeed exceeds, their
expectations. However, we appreciate that sometimes, despite our best care and attention, things can
go wrong and you feel the need to complain. This document details how you can do this, and what we
will do when we receive your complaint.
How To Complain
You can make your complaint by email to
If you are sending your complaint to us, please ensure that:
You provide enough information for us to positively identify you on our systems
You provide details of your complaint
We would also find it useful if you could provide the following, however this is optional and we will still
investigate your complaint without it:
Additional information around your complaint that you think will help us in our investigation.
An indication of what you would like us to do to put things right for you. We cannot guarantee that we
will do this, but sometimes it can help us resolve things much quicker if we know what you would like
us to do.
We Will Do
When we receive your complaint we will start by sending you an acknowledgement of your complaint.
We will include details of the senior manager who will be handling this. We will also send you a copy
of this document so you have it to hand. This will be sent to you within 5 business days of us receiving
We will then investigate the complaint.
Within 8 weeks of us receiving your complaint we will either:
Send you our final response communication detailing the results of the investigation, whether we
uphold the complaint, and if so, whether we are making an offer of redress. (Please note that an offer
of redress may not always be financial compensation, it may be that we take some action to put
things right with your claim, or even offer an apology).
Send you a communication advising you that we are still not in a position to issue our final response.
We will tell you why this is and also when we expect to be able to do so.
In both of these cases we will provide you with details of the Financial Ombudsman whom you will
then be entitled to refer the matter to if you are unhappy with our response, or do not want to wait
beyond the 8 week time limit.
Please note, you will not be able to refer the case to the Financial Ombudsman unless you have given
us the opportunity to investigate it first.
The Financial Ombudsman is a free arbitration service which is provided to review and adjudicate on
complaints where the complainant is not satisfied with the businesses response or has taken more
than 8 weeks to issue a final response and the complainant is not willing to wait any longer.
The Financial Ombudsman website can be found at
They can also be contacted by:
Telephone : 0800 023 4567 (Between 8:00am and 8:00pm Monday – Friday and 9:00am and 1:00pm
Online Complaint Form :
By Post : Financial Ombudsman, Exchange Tower, Harbour Exchange, London, E14 9SR
There are some important time limits that you must observe if you want to refer your complaint
against us to the Financial Ombudsman. These limits are:
Within 6 years from when the problem happened OR 3 years from when you found out about it
Within 6 months of us providing you with our Final Response Communication
If the referral of your complaint does not meet both time limits the Financial Ombudsman may not be
able to investigate it.