Complaints and Customer Care

Should you wish to raise a formal complaint you may do so by emailing our complaints team, [email protected]. We will acknowledge your complaint within 5 working days from receipt of the complaint

Should a resolution be reached within 3 days of receipt of your complaint and you have confirmed you are happy with the outcome, we will send you a summary response letter, outlining details of our investigations and findings as well as the outcome. This letter is our final response but will include how to escalate your complaint should you be dissatisfied with our decision. The summary response will include the FOS leaflet and website details.

We will endeavour to send a final response to you within eight weeks of receipt of your initial complaint. If we are unable to provide you with a final response within this timeframe, we will write to you explaining why, and when you can expect a final response.

If more than eight weeks from the date of your complaint has passed and you have not received a final response, or you are dissatisfied with the final response you have received, at any stage in the process, you have the right to refer your complaint to the Financial Ombudsman Scheme free of charge.

Address: Financial Ombudsman Service (FOS), Exchange Tower, London E14 9SR

Website: www.financial-ombudsman.org.uk Email: [email protected]

Phone: 0800 023 4567

Note: You must refer your complaint to the Financial Ombudsman within 6 months of the date of your Final response.