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Within five business days we will:

Confirm that we have received your complaint and give you the name of the person who is dealing with your complaint. This individual will have been fully trained to deal with the matter in an objective manner.

Within four weeks of receiving your complaint we will:

Either:
Let you have our final response with the reasons for it
Or:
Explain why we are not in a position to give you a final response and let you know when we expect to be able to provide it

Within eight weeks of receiving your complaint we will:

Either:
Let you have our final response with the reasons for it
Or:
Explain why we are not in a position to give you a final response and let you know when we expect to be able to provide it and provide you with the contact details for the Financial Ombudsman Service.

If you are dissatisfied with our final response, or with the reasons for any delay in responding to you, you can usually refer your case to:

The Financial Ombudsman Service
South Quay Plaza
183 MarshWall
London
E14 9SR

Phone: 0845 080 1800
E-mail: enquiries@financial-ombudsman.org.uk

The Financial Ombudsman Service offers a free, independent service for resolving disputes about most financial matters.*

Referral to the Financial Ombudsman Service must usually be made within six months of the date of our final response.

In some circumstances a complaint may not be eligible for referral to the Financial Ombudsman Service. In such cases you will receive guidance from staff at the Ombudsman about your options, or you may wish to seek your own professional or legal advice.

*Source: www.financial-ombudsman.org.uk

pdf Download our printable customer complaints document

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