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We recognise that things can go wrong, therefore, we have a dedicated team to help resolve any concerns you may have and assist with putting things right again. You can use any of the above options to contact us to raise your concerns or make a complaint.

How our complaint process works

We will aim to resolve your complaint within 3 working days. Once a complaint is resolved we will confirm this to you in writing.

When a complaint requires a longer time to rectify or investigate, we will acknowledge your complaint in writing initially and respond with the outcome of your complaint within 8 weeks.

The outcome of your complaint will be confirmed to you in a letter called a ‘Final Response’ and will inform you of either of the following:

• We uphold your complaint with reasoning and what action we intend to carry out to put this right for you, or;
• If we do not uphold your complaint with an explanation of our reasons for doing so

If you are not satisfied with our response to a complaint that you have made, you may be able to approach the Financial Ombudsman Service for an independent review. You can reach them at:

Financial Ombudsman

Service Exchange

Tower London

E14 9SR

Telephone: 0800 023 4567

Or visit: www.financial-ombudsman.org.uk

The service that the Financial Ombudsman Service provides is free and impartial.