Your experience is important to us

Our aim is to provide an excellent service to our customers at all times. However, we understand that, from time to time, we may not live up to our own high standards and we recognise that occasionally things do go wrong.

We take all complaints seriously and aim to resolve all customers’ problems promptly and fairly. Every complaint is diligently recorded, swiftly dealt with and the outcome noted.

Online

How would you like us to contact you?

What will happen if you complain

  • Upon notification of your complaint, we will record the details of your complaint and attempt to resolve the matter immediately.
  • If we are unable to resolve your complaint within 3 working days, we will, within no more than 5 working days, send you a letter to acknowledge your complaint and explain to you how this will be investigated.
  • We will provide you with regular progress updates and our final decision as soon as possible.
  • If we are unable to resolve your complaint within 40 working days, we will write to you explaining fully why we are unable to do so and when you can expect our formal and final decision.

If you are not happy with our response

You may be able to take your complaint to the ombudsman. Any referral to the ombudsman must normally be made within six months of receipt of our final written response.

Financial Ombudsman Service

Visit the ombudsman’s website
0800 023 4567

Calls to this number are free on mobile phones and landlines

0300 123 9 123

Calls to this number cost no more than calls to 01 or 02 numbers

Enquiries and consumer helpline are open Monday to Friday 8am – 8pm and Saturday 9am to 1pm