Complaints procedure

How to make a complaint

If you are unhappy with the service you have received, please contact us. We take all complaints seriously and will do our best to resolve things quickly.

What happens next

We will acknowledge your complaint promptly and aim to resolve it as quickly as possible. If we cannot resolve your complaint within three business days, we will write to you explaining our progress and when you can expect a final response.

You will receive a final response within eight weeks of your complaint being received.

If you are not satisfied

If you are not satisfied with our response, or if eight weeks have passed since you first complained, you may refer your complaint to the Financial Ombudsman Service:

Complaints procedure

A copy of our full complaints procedure is available on request.