Our goal is to provide you with the highest level of service, but occasionally our services or advice may not meet your expectations. If you wish to complain, this guide explains how we will handle it. Our procedure is designed to comply with the Financial Conduct Authority's (FCA's) and Financial Ombudsman Service's (FOS') requirements.
If you wish to make a complaint verbally, we will deal with it. However, we would prefer that you write an emai to [email protected]
You will receive a written acknowledgement within five working days of submitting your complaint (whether verbal or written).
After receiving your complaint, we will thoroughly investigate it and provide a detailed response to you ('decision letter').
Customers can contact the customer service department using the email address [email protected] if they have any concerns in the meantime.
The Financial Ombudsman Service can be contacted if you remain unsatisfied after receiving our final decision letter:
If the matter is to be referred to the Ombudsman you should do so as soon as possible after our final response and certainly within six months. Outside this time period the FOS has the discretion whether to review your complaint or not
For more information on how the Financial Ombudsman can help, please visit financial-ombudsman.org.uk/businesses/resolving-complaint .
Before you refer your concerns to the Ombudsman, please let our internal complaints process complete.
Certain types of complaints are not within the Ombudsman's jurisdiction. You may wish to contact the Ombudsman first on 0300 123 9123 to discuss your complaint. You can also visit their website financial-ombudsman.org.uk for more information.