How we deal with your complaint
Your complaint will be passed to a member of staff who can best address the problem.
If we can, we’ll resolve your complaint immediately, and confirm the action we’ve taken in writing.
If we’re unable to resolve the matter to your satisfaction straight away, we’ll commence an investigation and acknowledge your complaint in writing within 5 working days.
If we’ve been unable to resolve your complaint within 4 weeks, we’ll write to you again with details of the current position.
If we’ve been unable to resolve your complaint within 8 weeks, we’ll write to you again explaining the delay and what we’re doing to help you and explain how you can refer your complaint to the Financial Ombudsman Service.
When we’ve completed our investigations, we’ll issue a final response, setting out the action we’re taking.
If you’re not satisfied with the response, outcome or course of action proposed, you may be eligible to refer your complaint to Financial Ombudsman Service if you wish.
The Financial Ombudsman Service is a free service, which has been set up to resolve disputes between consumers, smaller firms, charities and trusts and financial firms. They can be contacted at:
Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Telephone 0800 0234 567 – free to landline users or 0300 1239 123 – free to most mobile users.
You must refer your complaint to the Financial Ombudsman Service within 6 months of us providing our final response.