Complaints

Complaints procedure

It is our intention to provide you with the highest possible level of customer service at all times. However we recognise that things can go wrong occasionally and if this occurs we are committed to resolving matters promptly and fairly. Our complaints handling procedures follow the guidelines of the Financial Conduct Authority (FCA) as set out in their handbook.

If you have a complaint

You can raise your complaint by telephone, email, letter, or in person to:

How we will handle your complaint

• We will endeavour to resolve your complaint as quickly as possible.
• We will contact you within 5 working days of receiving your complaint, either with a full response to your complaint, or to acknowledge receipt of your complaint.
• We will advise you of the person dealing with your complaint and how you can contact them.
• If we have only been able to acknowledge your complaint within the first 5 working days, a final response to your complaint will be issued to you within 8 weeks of receipt of your complaint detailing our investigation, decision and the next steps if you are still unhappy.

If we cannot reach a resolution

Should you not be satisfied with our final response, or you have not been provided with a response within 8 weeks of submitting your complaint you may be entitled to refer the matter to the Financial Ombudsman Service (FOS). You have 6 months from the date of your final response letter to contact them.

Referring a case to the FOS does not affect your legal rights. The contact details are given below: