Complaints process

If you wish to make a complaint we will advise you how to do this.

Where a complaint is received, verbally or in writing, we will adhere to the following procedure.

Day 1   

Complaint received – this will be handled by the Complaints Manager, a Team Manager or a specific senior member of staff at the appropriate level, who will fully investigate the details of the complaint.


On or before the end of 3 working days

On completion of our investigation if you are happy with the resolution that we have provided we will write to you to confirm this is the case. Details of how you can refer your complaint to the Financial Ombudsman Service will be included if your complaint falls under their jurisdiction, should you remain dissatisfied.

If the complaint remains unresolved we will write to you acknowledging the complaint by the end of 5 working days. We will advise you that we need time to investigate, enclose a Complaint Process Information Leaflet, and will specify when we expect to contact you again.

On or before Day 28

If we are in a position to give you our final response this will be issued in writing. Details of how you can refer your complaint to the Financial Ombudsman Service will be included if your complaint falls under their jurisdiction, should you remain dissatisfied.

If the complaint remains unresolved we will contact you in writing, explaining why and advise when the next contact will be made. We may be awaiting a response from our Client and you will be informed of this. We will also specify when we expect to contact you again.  

On or before Day 56

We will issue our final response to your complaint in writing or we will write again to keep you updated, explaining why we are not in a position to send you our final response and when we expect to make contact with you again. At this stage, you will be informed that you are able to take your complaint to the Financial Ombudsman Service if your complaint falls under their jurisdiction and their contact details will be included to aid you to do this.

The Financial Ombudsman Service can be contacted using the following methods:
By telephone 0300 123 9 123
Online using their website at www.financial-ombudsman.org.uk
By email at complaint.info@financial-ombudsman.org.uk
In writing to Financial Ombudsman Service, Exchange Tower, London, E14 9SR.