We are committed to providing products and services of the very highest standards. If you feel that we haven’t lived up to your expectations in any way, we’d like to know so we can put things right for you.
To voice your concerns, please follow our 3 step procedure.
Step 1 – Let your usual point of contact know
Inform us of your complaint and how you think it could be resolved by:
We’ll do all we can to resolve your complaint by the end of the next business day. If we can’t do this, we’ll write to you within five working days to tell you what we’ve done to resolve the problem, or acknowledge your complaint and let you know when you can expect a full response. We’ll also let you know the name and contact details of the person or team dealing with your case.
Step 2 – Follow up
To follow up your complaint with our Customer Service Recovery Centre you can:
Step 3 – Financial Ombudsman Service
If we haven’t issued our ‘final response’ within eight weeks from the date you first raised your complaint, or if you’re dissatisfied with our response, you can ask the Financial Ombudsman Service for an independent review. The Financial Ombudsman Service will only consider your complaint once you’ve tried to resolve it with us, so please take up your concerns with us first and we’ll do all we can to help. Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London, E14 9SR. Tel: 0845 080 1800.
