Complaints Procedure

We will acknowledge receipt of your complaint promptly and where possible, we will provide a written summary of our findings and conclusion by the close of three business days following receipt. If your complaint cannot be resolved within 3 business days, we will ensure that you are regularly kept informed of our progress with regards to the investigation.

We will endeavour to send you our final decision letter within 8 weeks of your complaint. If we are unable to complete our investigations within 8 weeks we will send confirmation of this in writing along with an explanation as to why we have been unable to complete our investigations within this timescale. We will confirm when you can next expect contact from us. At this stage, you will be entitled to refer your complaint to the Financial Ombudsman Service.

Also, if you have received our final decision letter and are not satisfied with the response you may refer your complaint directly to:

If you are not satisfied with the response you may refer your complaint directly to:

The Financial Ombudsman Service

They are open:

Monday to Friday – 8am to 8pm

Saturday – 9am to 1pm

• 0800 023 4567
  calls to this number are normally free for people ringing from a “fixed line” phone – but charges may apply if you call from a mobile phone
• 0300 123 9 123
  calls to this number are charged at the same rate as 01 or 02 numbers on mobile phone tariffs

These numbers may not be available from outside the UK – so please call us from abroad on +44 20 7964 0500.