We take complaints seriously and aim to resolve them fairly and quickly. If something has gone wrong, please tell us and we will do our best to put it right.
1. How to make a complaint
You can contact us in any of the following ways:
- By email to [complaints email address]
- By post to [complaints postal address]
- By phone on [complaints phone number]
Please include your name, the way we can contact you back, the nature of your complaint, and any relevant reference numbers or documents.
2. What happens next
We will acknowledge your complaint promptly, usually within three working days. We will investigate what has happened and, wherever possible, provide our final response within eight weeks of receiving the complaint — in line with the Financial Conduct Authority's complaints-handling rules (DISP).
3. If you are not happy with our response
If you are not satisfied with our final response, or if we are unable to give you a final response within eight weeks, you may be entitled to refer your complaint to the Financial Ombudsman Service. This is a free, independent service for resolving disputes with regulated financial firms.
You can contact the Financial Ombudsman Service at:
- Website: financial-ombudsman.org.uk
- Phone: 0800 023 4567
- Email: complaint.info@financial-ombudsman.org.uk
- Address: Financial Ombudsman Service, Exchange Tower, London E14 9SR
You must normally refer a complaint to the Financial Ombudsman Service within six months of receiving our final response.