Complaints Policy

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Making a complaint

Need to get something off your chest? We all do sometimes. If you would like to make a complaint, please email us at [email protected] and one of our team will help.

How we handle complaints

We know that time is of the essence, so once we receive your complaint, we’ll promptly acknowledge it.

And we know it’s good practice to be up front – so you know what to expect should you need to get in touch. With that in mind, we have a maximum time limit of eight weeks to resolve your complaint but we’ll always endeavour to respond as soon as possible. 

If we think that we can resolve your complaint within 3 business days, we will propose a resolution – and let you know what you can do if you remain unhappy.

And if we can’t investigate and assess your complaint within 3 business days, we will keep you informed of our progress as we investigate further.

Once we’ve completed our investigation we’ll set out our final response, including the reasons for our decision. If you’re not happy with our final response, you may refer your complaint to the Financial Ombudsman Service.

Financial Ombudsman Service (the FOS)

The Financial Ombudsman Service (or, the FOS), is an independent organisation that resolves disputes between customers (that’s you) and financial services firms (that’s us). If we were unable to resolve your complaint within eight weeks or if you’re not happy with our final response, you can refer your complaint to the FOS.

Please note you only have six months from the date you receive our final response to be eligible to refer your complaint to the FOS.

The FOS has produced a useful leaflet with more information which you can access right here (http://www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm).

For further information, you can contact the FOS as follow:

The Financial Ombudsman Service, Exchange Tower, London E14 9SR
Tel: 0300 123 9123
Email: [email protected]
Website: www.financial-ombudsman.org.uk