How to complain

If you are unhappy with our service you can complain.

If you have a complaint, it is best to first ask us to put things right.

Please contact us as soon as possible. It is usually best to write your complaint down so that you and we have a record of what you are complaining about.

You can contact us using the information here. Alternatively, you can report a problem to us here.

Where a complaint is made against us, our intention is always to resolve the complaint promptly, fairly, amicably and with a consistent approach.

We will usually respond to your complaint in writing within 14 days, telling you whether your complaint has been successful and inform you of the resolution or if it is not upheld we will inform you of the reason why.

In exceptional situations, if we are unable to conclude the complaint in 14 days we will write to you to let you know the reason why and indicate when you will expect to receive a resolution.

In all cases you will receive a reply within 30 working days after receipt of the complaint.

If you do not agree with our response and you wish to pursue the matter with our regulator, the Financial Ombudsman Service (FOS) may be able to help you.

The FOS is a free, independent service for settling disputes between financial services firms and their customers. It is important you contact the FOS within six months of receiving a final response from us to your initial complaint, or the FOS may not be able to deal with your complaint.

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