Complaints Procedure
We're committed to providing excellent customer service. If something goes wrong, we'll work quickly to put it right through our fair and transparent complaints process.
Need to Make a Complaint?
Our Complaints Process
We follow a clear, fair process to resolve complaints quickly and effectively.
Step 1: Contact Us
Get in touch as soon as possible. The sooner we know about your complaint, the sooner we can work to resolve it. You can contact us by phone, email, or in writing.
What to include:
- Your full name and contact details
- Your account or reference number
- Details of your complaint
- What outcome you're looking for
Step 2: Investigation
We'll acknowledge your complaint within 3 business days and begin our investigation. We'll keep you updated throughout the process.
Acknowledgment
Within 3 business days
Investigation
Thorough review of your concerns
Step 3: Resolution
We aim to resolve most complaints within 8 weeks. We'll send you a final response letter explaining our findings and any action we'll take.
Final Response includes:
- Summary of your complaint
- Our investigation findings
- Our decision and reasoning
- Any remedy or compensation offered
- Your right to refer to Financial Ombudsman Service
Financial Ombudsman Service
If you're not satisfied with our final response, or if we don't respond within 8 weeks, you can refer your complaint to the Financial Ombudsman Service (FOS) free of charge.
Contact FOS:
Address:
Financial Ombudsman ServiceExchange Tower
London E14 9SR
Important: You must refer your complaint to the FOS within 6 months of receiving our final response letter.
Our Commitment to You
Swift Response
Acknowledgment within 3 business days
Fair Investigation
Thorough and impartial review
Clear Resolution
Transparent outcome and next steps
We're regulated by the Financial Conduct Authority and follow their complaint handling rules to ensure you receive fair treatment throughout the process.