How do I make a complaint?
Making a complaint
We pride ourselves on our customer service and if you have any complaints or concerns we will take them very seriously. If we get something wrong or our service falls short of your expectations, please tell us right away and we’ll try to sort it out.
Tell us what went wrong or what we should have done better
Please use the details on the right to contact us by telephone, email or letter. Please provide as much detail as possible as to the nature of your complaint and what you think went wrong, in order to help us to resolve things as quickly as possible.
What happens next?
We will investigate your complaint and provide a full response as soon as possible. We will always be fair and reasonable in our handling of your complaint and we will update you throughout the process so you know what’s happening. We will do everything we can do resolve your complaint and to make sure it doesn’t happen again.
After we have finished we’ll get in touch to let you know our decision together with a full explanation of the reasons for our decision. We may first contact you by phone or email but we will always follow that up with a full written response.
What if I’m still not happy?
If you don’t agree with our decision or with the way we have dealt with your complaint you can get in touch with the Financial Ombudsman Service. They have legal powers to put things right if a business and a customer can’t resolve a complaint between themselves. We’ll tell you how to get in touch with them when we give you our written response to your complaint.