Complaints Procedure

How to Make a Complaint

You can make a complaint using any of the following methods:

What Happens Next

Upon receipt of your complaint, we will:

• Acknowledge your complaint promptly
• Investigate your concerns fairly and thoroughly
• Keep you informed of our progress
• Aim to resolve your complaint as quickly as possible
• Provide a final written response within eight weeks of receiving your complaint

If we require any additional information during our investigation, we will contact you as soon as possible.

Financial Ombudsman Service

If you are not satisfied with our final response, or if eight weeks have passed since you first raised your complaint and we have not issued a final response, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS).

The Financial Ombudsman Service is an independent and free service established to resolve disputes between consumers and regulated financial services firms.

You must normally refer your complaint to the Financial Ombudsman Service within six months of the date of our final response letter.