Complaints
Timescales
We aim to provide a final response to your complaint within eight weeks of receiving it. Our complaint handling timescales are as follows:
Within 1 working day
We will acknowledge your complaint in writing within 1 working day of receipt. If any part of your complaint is unclear, we may contact you by phone or email to clarify the details.
Within 8 weeks
We will provide a final response to your complaint within eight weeks. If we need more time, we will explain the reason for the delay and let you know when you can expect our final response.
Final response and referral
If you remain dissatisfied with our final response, you can refer your complaint to the Financial Ombudsman Service (FOS) at no cost. You have six months from the date of our final response to do so. If you miss this deadline, the Ombudsman can only review your complaint in very limited circumstances.
For more information about the FOS and their services, you can view their leaflet here: Financial Ombudsman Service leaflet. If you prefer a printed copy, please let us know.
Contact details for the Financial Ombudsman Service:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Website: www.financial-ombudsman.org.uk
Email: complaint.info@financial-ombudsman.org.uk
Phone: 0800 023 4567 or 0300 123 9123