How to make a complaint
Please tell us
- Your name and address.
- Your client reference number.
- Your daytime phone number.
- A clear description of your complaint or concerns.
- How you would like us to put things right.
What we will do
We will do our best to resolve your complaint straight away. If it needs a fuller investigation, this is what happens:
Within 5 working days
We acknowledge your complaint in writing.
Throughout
We keep you updated on our progress.
Within 4 weeks
We aim to resolve your complaint. If we can’t, we’ll write to explain what’s happening and when we expect to sort it out.
Within 8 weeks
Once we have fully investigated, we send you our final response in writing.
If you’re not satisfied with our response
If you are still unhappy with our final response, or 8 weeks have passed since you first told us about your concerns, you can ask the Financial Ombudsman Service to review your complaint. You must contact them within six months of the date of our final response.
The Financial Ombudsman Service is a free, independent service for settling disputes between customers and financial businesses. It will only deal with your complaint once you have given us the chance to put things right, so please contact us first and we’ll do all we can to help.
Contacting the Financial Ombudsman Service
- Phone: 0800 023 4567 (free) or 0300 123 9123
- Post: Financial Ombudsman Service, Exchange Tower, London E14 9SR
- Website: financial-ombudsman.org.uk