Complaints procedure

1st April 2019

This page sets out how we handle formal complaints.  We want to treat all of our clients fairly and do a great job. If you don’t feel we’ve done this, you can contact us informally with some feedback or to discuss, but you can also raise a formal complaint which we will handle as set out here.

1. Making your complaint

Please contact us with details of your complaint either by post or email.

2. Acknowledging your Complaint

Then, we will acknowledge your complaint within five business days of receiving it and provide you with this complaints procedure.

When we acknowledge your complaint, we will set out our understanding of it.

3. Investigating Complaints

Following that, we will assign someone to investigate your complaint who was not involved in the situation which gave rise to the complaint. We may ask you to provide additional information including copies of documents to help us with our investigation.

4. Keeping you Informed.

Finally, if we have not been able to resolve your complaint within four weeks, we will write to you and let you know when we expect to complete our investigation.

5. Resolving your Complaint

We aim to resolve all complaints within eight weeks of receiving them.
Whatever the situation, at eight weeks we will write to you with the outcome of our investigation and advise you what to do if you are not satisfied.

6. If you are still unsatisfied

If we have been unable to resolve things to your satisfaction, you can have the complaint independently looked at by the Financial Ombudsman Service, but you need to wait until eight weeks has elapsed to do this.

The Financial Ombudsman Service can investigate complaints up to six years from the date of the problem happening or within three years of when you found out about the problem. If you wish to refer your complaint to the Financial Ombudsman Service, you need to do this within six months of our final response to you.

If you would like more information about the Financial Ombudsman Service their contact details are as follows:


Phone: 0800 023 4 567 or 0300 123 9 123

Opening house: Mon-Fri: 8am – 8pm, Saturday: 9am – 1pm.

Calls to 03 numbers will cost no more than calls to national geographic numbers (starting 01 or 02) from both mobiles and landlines.
Calls are recorded and may be used for training and monitoring

Other ways to contact: