Our complaints procedure

You’re at the heart of what we do

  • We constantly strive to provide you with excellent customer service and we always welcome your feedback.
  • We’re committed to dealing efficiently and effectively with your complaint and we take all complaints very seriously.
  • However, our commitment doesn’t stop there. We record, evaluate and analyse our complaints to help us improve the level of service we provide to our customers.

Dealing with your complaint

  • After we receive your complaint, we’ll investigate the matter fully once we have all the necessary information.
  • If we don’t have all the necessary information and so can’t deal with your complaint straight away, we’ll acknowledge its receipt within five working days and let you know who will deal with it, along with the likely timescale for resolution.
  • We’ll strive to send you a full response within 10 working days of receiving your complaint or an update on its progress.

Keeping you informed

  • We’ll keep you informed about how your complaint is progressing at all times.
  • In the unlikely event that we haven’t fully dealt with your complaint within four weeks of receiving it, we’ll write to you to explain what we’ve done so far and, if possible, let you know when we can send you a final decision letter.

Complaints for other firms

  • Sometimes a complaint is really for another firm. If we establish that this is the case, we’ll refer the matter to the relevant firm within five business days. And we’ll write to you too, informing you of the referral and including the other firm’s contact details.

The Financial Ombudsman Service (FOS)

  • We’re covered by the FOS, so you can get in touch with it if you have any complaints which we can’t settle.
  • If your complaint falls within its jurisdiction then we’ll provide details of how to refer your complaint to the FOS.
  • If more than eight weeks have passed since you initially complained, you can take your complaint to the FOS, provided that the matter falls within its jurisdiction
  • If you decide to take your complaint to the FOS then you must do so within six months of the date of our final decision letter, as the FOS may not consider any complaint made after this time.
  • Taking a complaint to the FOS won’t affect your legal rights.

You can contact the FOS at:

Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR

0845 080 1800
enquiries@financial-ombudsman.org.uk

You can also find more information about the Financial Ombudsman Service on its website: www.financial-ombudsman.org.uk