Complaints procedure

How to make a complaint

If you want to complain about our services, you can do so by contacting us at with details of your complaint to enable us to look into it.

On receipt of a complaint, we will:

1. Send you a prompt written acknowledgement providing early reassurance that we have received the complaint and are dealing with it; and

2. Keep you informed thereafter of the progress of the measures being taken for the complaint’s resolution.

Final or other response

We will, by the end of 15 business days after the date of receipt of the complaint, either send you:

a “final response” or an Interim response, indicating the reasons for the delay and specifying the deadline by which we will send the final response; and a final response by the end of 35 business days after the day on which we received the complaint. A final response is a written response which:

a. accepts the complaint and, where appropriate, offers redress or remedial action; or
b. offers redress or remedial action without accepting the complaint; or
c. rejects the complaint and gives reasons for doing so; and which:
d. encloses a copy of the Financial Ombudsman Service’s standard explanatory leaflet and provides the website address of the Financial Ombudsman Service;
e. informs you that if you remain dissatisfied with our response, you may refer your complaint to the Financial Ombudsman Service free of charge ; but you must do so within six months of the date of our final response. If you do not refer your complaint in time, the Ombudsman will not have permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was a result of exceptional circumstances. Details of the financial ombudsman and complaints leaflet are as follows: