The best way to get in touch is to call us, and we’ll try to resolve the issue immediately. If for any reason we can’t, we’ll do our very best to find a solution for you within three working days.
When and how will you hear from us…
If we are able to resolve your complaint within three working days, we will send you written confirmation of this.
Where we cannot resolve your complaint within three working days, we will send a written acknowledgement within five working days. We will then undertake a full investigation to enable us to make an informed assessment of your complaint.
We will send you a final response within eight weeks, which will:
Throughout the eight week investigation, or until a final response is issued, we will keep you informed of our progress and we may contact you to ask you to provide further information regarding the issues you have raised.
After our investigation, if you’re still unhappy with our response to your complaint, you can choose to refer it to the Financial Ombudsman Service. They provide a free, independent service to help resolve complaints.
We place the needs of customers at the heart of our day-to-day operations but we understand that we do not always get things right first time.
Complaints from our customers are taken very seriously and it is important to us that all issues are resolved as quickly as possible.
To help us improve and maintain excellent customer service, and in accordance with the FCA’s requirement, we publish complaints information every six months.