Complaints process

As a customer of our company, you have the right to expect the best possible service and support, so we set ourselves high standards and try to provide the service you have the right to expect. We aim to resolve all complaints in a timely and satisfactory manner.

How to make a complaint

If you are not completely satisfied with the service you have received, please contact us at: [email protected] , and we will do all we can to resolve this.

You will need to provide us with some details so that we can investigate your complaint fully:

• Your full name, date of birth, and address along with a daytime contact telephone number
• The email address and mobile number
• Full details of your complaint
• Details of what you would like us to do to put things right
• Photocopies of any relevant paperwork

Second stage

• We will try to resolve your complaint within three business days of receipt. If we achieve this, we will write to you by email or letter, as appropriate, to confirm the resolution and explain your next steps.
• If we cannot resolve your complaint within three business days, we will acknowledge your complaint in writing within five working days and provide details of the person who will be dealing with your complaint.
• We will conduct a thorough investigation into your complaint. We will make all efforts to investigate your complaint sooner, but depending on the complexity, this may not be possible. We will endeavour to keep in contact with you regularly as we attempt to resolve the matter.
• Once the investigation is complete, a Final Written Response will be sent to you, providing a summary of our investigation and our decision in the matter. This will also include a link to the copy of the Financial Ombudsman Services' explanatory booklet.

Final stage

• We will aim to send you a Final Response within eight weeks of your complaint, which should include a complete summary of the complaint, and any steps we have taken to resolve the issue.
• If we are unable to issue this response within this timescale, we will write to you explaining why.
• If you are still not satisfied with our Final Response, you can refer your complaint to the Financial Ombudsman Service.

You have the right to refer your complaint to the Financial Ombudsman Service, free of charge. Although there are time limits for referring your complaint to the Ombudsman, we will consent to the Ombudsman considering your complaint even if you refer your complaint outside the time limits.

You can read information regarding the Financial Ombudsman on their website financial-ombudsman.org.uk, or contact them directly.

• The Financial Ombudsman Service
• Exchange Tower
• London
• E14 9SR

By phone

0300 1239 123

Calls to this number cost no more than calls to 01 and 02 numbers.

0800 0234 567

Calls to this number are now free on mobile phones and landlines.

By email

[email protected]

Information regarding the service can be found on the Financial Ombudsman website.