It is our aim to provide all customers with a high standard of service. If you are unhappy, for any reason, we would like to hear from you so we may put things right. This policy outlines how to make a complaint and what can be done if it is not resolved to your satisfaction.
How to make a complaint
If you have a complaint about the service we have provided, you may contact us by email or in writing using the contact details at the bottom of this policy.
To help us investigate and resolve your complaint, it will help if you can provide us with:
Your full name, your postcode and a phone number we can contact you on.
As much detail about your complaint as possible.
If available, any screenshots or other evidence to support your complaint.
How you would like us to resolve your complaint.
How we will put things right
We will aim to resolve your complaint within 3 business days. If we resolve it within 3 days, we will write to you, by email or by letter, confirming we have done this and will explain the next steps.
If we do not resolve your complaint within 3 days, within 5 days of your complaint, we will send an acknowledgement email or letter and advise when a resolution can be expected. This acknowledgement will include the name and contact details of the person dealing with your complaint, who may reach out to you to ask for further information about your complaint.
If we do not issue you with a final response within 8 weeks of your complaint, we will confirm this in an email or letter to you and provide a timescale as to when you can expect a final response. If you are dissatisfied with the delay, you may refer your complaint to the Financial Ombudsman Service.
What to do if you are not satisfied with our final response
If you are not satisfied with our final response, you have a right to complain to The Financial Ombudsman Service (FOS). Our final response to you will include a copy of the FOS's explanatory leaflet. You must make a complaint to them within 6 months of our final response.
You can contact the FOS using the following methods:
Post The Financial Ombudsman Service Exchange Tower London, E14 9SR
Phone 0800 023 4567 - calls are free from from mobiles and landlines. 0300 123 9 123 - calls to this number cost no more than calls to 01 and 02 numbers. +44 20 7964 0500 - if you are calling from outside the UK.