Complaints

Our pledge to you and how to get in touch

We aim to provide great service; however, we do recognise that sometimes things go wrong.

We’re sorry if we’ve let you down; we are committed to improving our service and your feedback is crucial in helping us understand what’s happened and what we can do to put it right.

We are dedicated to resolving issues about our products and services in a timely and fair manner. We have a simple process in place for complaints and most issues can be resolved straightaway so please get in touch:

How we will resolve your complaint

  1. We will aim to resolve your complaint as quickly as possible
  2. If we’re unable to resolve your complaint straightaway we’ll aim to resolve it within 15 working days
  3. If we need longer to review your complaint we’ll let you know. We may require further information to help us make the right decision; if we do we’ll let you know.
  4. You’ll have a dedicated contact to deal with your complaint
  5. We will treat you fairly.

What to do if you are not happy about the outcome

If you are not happy with the complaint outcome or if we’ve been unable to respond to your complaint within 8 weeks you can ask the Financial Ombudsman Service to review your complaint.

The Financial Ombudsman Service is a free and independent service and is able to help in most circumstances. You can visit their website to find out more, or contact them: