We try to provide you with the best service as possible, so if things go wrong we want to hear from you, and we will do all we can to put things right.
If, after we have investigated your complaint we find that we have made an error, we will sort things out immediately and will also tell you clearly what we have done to correct the problem.
On an occasion where we do not agree on a complaint, we will make sure we tell you and explain why, the same applies if we agree with part of your complaint.
How we deal with complaints
We will acknowledge your complaint and try to resolve your concerns quickly within 3 business days from the receipt of your complaint. But if we haven’t resolved the matter to your satisfaction by then, or where we need more time to investigate, we will keep you updated and let you know if we need any further information from you.
We will send you a Final Response as soon as we can and always aim to do so within eight working weeks. In an unlikely occasion we have not been able to fully address the issue after the time frame, we will explain the reason and tell you the options available to you.
How to contact us about a complaint
These are the ways that you can raise an issue with us:
By e-mail to:
By post to:
Po Box 7169
Financial ombudsman service:
We will always try to resolve a complaint to your full satisfaction. If you are not happy with the Final Response that we provide, you have the right to have your complaint independently reviewed by the Financial Ombudsman Service within 6 months of the date of receiving our Final Response. You can contact the Financial Ombudsman using the details below:
The Financial Ombudsman Service
Exchange Tower, London, E14 9SR
080 0023 4567 or 030 0123 9123
Monday to Friday: 8am to 8pm
Saturday: 9am to 1pm
Online dispute resolution platform:
The European Commission has set up an online service to help customers who have a complaint about goods or services purchased online from firms in the European Union. If you have a complaint and have not been able to get it resolved, and you applied online, you can complain through the online dispute resolution (ODR) platform.