If you’re not happy about something, this is what we promise:
- We’ll listen to what you have to say.
- We’ll do everything we can to put things right.
- We’ll take the time to learn how we can do things better next time.
First you need to get in touch with us, there’s lots of ways to do this:
We’ll get back to you within 48 hours to resolve if we can, if we can’t we’ll hand to our escalated complaints team who will write to you to acknowledge your complaint within 5 working days, this is to let you know that we’ve got your escalated complaint and we’re looking into it. We might ask you for more information too.
Our Complaints Team aim to give you what’s called our ‘final response’ within 4 weeks. But if your complaint is complicated, it might take up to 8 weeks. This is within the rules set by the Financial Conduct Authority.
We’ll write to you to keep you up to date with where we’re at.
If you're unhappy with our response, you can complain to the Financial Ombudsman Service, for free. But you have to do this within 6 months of the date of our final response. You can only ask the Ombudsman to deal with your complaint if you’ve given us the opportunity to put things right for you first.
These are the contact details for the Financial Ombudsman Service: