We hope you never have to read this…
But if you do, we’re sorry

We try to get it right first time, every time. But if something’s gone wrong, let’s fix it.

We always aim to provide the highest level of service. However, there may be times when our service doesn’t live up to your expectations.

Here we explain how to make a complaint to us, and the process that we’ll follow. We aim to make it as simple and easy as possible.

First, tell us what went wrong

To outline the details of your complaint, get in touch either:

We’ll do our best to resolve it as soon as we can

We make a point of trying to resolve any complaints as quickly as possible – ideally the same day, if we can.

If we can’t resolve the matter to your liking within three working days, we’ll send you a printed copy of this procedure, along with a written acknowledgement that confirms we’ve received your complaint, who’s looking into it for you. All complaints are handled by a suitably qualified senior person who won’t have been involved in the initial complaint, and who will be happy to speak to you directly.

Although our regulator allows us up to 8 weeks to communicate our findings to you in a final response letter, we’ll try and do this at the earliest opportunity – and we’ll keep you updated regularly on the progress of our enquiries. When we do send you our findings, we hope you’ll be completely satisfied with how we’ve responded, and if you’ve any further feedback we’d love to hear it.

How we’ll fix it for you

If we feel that we didn’t get things right, we’ll accept this. We’re never reluctant to say sorry where it’s due. Where necessary we’ll look to fix anything outstanding, and if we think that any compensation is warranted then we’re committed to offering a fair amount.

Escalating your complaint: the Financial Ombudsman Service

It’s important that we’re given the chance to try and resolve your concerns, and we’ll always try to be fair and reasonable in our approach.

With this in mind, please allow us enough time to make our enquiries and to come back to you with our findings. If at that time, you’re not happy with how we’ve proposed to resolve your complaint, you can refer the matter to the Financial Ombudsman Service within six months from the date we send you our final response.

The Financial Ombudsman Service is an independent, impartial and free-to-use service that adjudicates unresolved complaints between financial services providers and their customers. We’ll send you their details along with our final response.

You can find out more about them from their website – http://www.financial-ombudsman.org.uk/ – or you can give them a call on 0300 123 9123.

In the unlikely event that, after eight weeks, we still haven’t issued our final response, you can then refer the matter due to our delay. We’d also write to you at that point to let you know when we think we’ll be able to resolve the matter.

If we’ve made a mistake, we’ll try and do better in future

It goes without saying that we keep records of any complaints we receive and we’ll retain these for at least five years from when a complaint was received. Importantly, we review these to learn what may have gone wrong so that we can guard against making any similar mistakes going forward. We’ll always look to do better in future.

It goes without saying that we’ll keep records of any complaints we receive, to learn from anything that went wrong and guard against making any similar mistakes going forward. We’ll retain these records for at least five years from when a complaint was received.

Thanks in advance for getting in touch. We’re sorry if we’ve let you down, and appreciate you letting us know.