Have a Complaint?

Step 1

If there is something you are not happy about, you can call us on 020 8607 5020 – we are available Monday to Friday 8:30am – 4:30pm.

A member of our staff will discuss your concerns and begin their investigation. Alternatively, you can write or e-mail us on the details provided on this form. If it cannot be resolved on the same day, we will acknowledge your complaint within 3 working days of receipt of your complaint.

Step 2

We will investigate your complaint and endeavor to send a final response to you within 4 weeks of receipt of your complaint. If we are unable to provide you with a final response within this time, we will send you an update.

Step 3

We will endeavour to send a final response to you within 8 weeks of receipt of your complaint. If we are unable to provide you with a final response within this time frame, we will write to you explaining why and advise you when you can expect a final response.

Step 4

If you’re still not happy with the final response given to a complaint or if no final response has been provided within an 8 week period from the date of initial complaint, you are then eligible to contact the Financial Ombudsman Service and request they investigate the matter on your behalf. No charge will be made for this and any decisions made will be binding on the financial institution concerned.

Still not satisfied?

However, the Financial Ombudsman Service will only look at complaints if the firm has had the opportunity to investigate the complaint first and provide a final response. We hope you won’t need to contact the Financial Ombudsman Service but if you do, please find their contact details below.

Financial Ombudsman Service

The Financial Ombudsman Service

Exchange Tower, London, E14 9SR
complaint.info@financial-ombudsman.org.uk

0800 023 4567