How to make a complaint

You can contact us by telephone, email or in writing.

Complaints contact: Antony Howard
Telephone: 01603 268080
Email: [email protected]

Please tell us what happened and what you’d like us to do to put things right. If we need any additional information, we’ll let you know.

What happens next

We’ll try to resolve your complaint within three business days of receiving it.

If we can do that, we’ll write to you confirming the outcome.

If we need more time to investigate, we’ll acknowledge your complaint promptly and explain what will happen next.

Your complaint will be reviewed by a senior member of the team who has not been directly involved in the matter you’re complaining about.

We’ll investigate the circumstances, review the relevant records and speak to any parties involved. If we need further information from you, we’ll contact you directly.

We’ll keep you updated while the investigation is ongoing.

Our response

We’ll send you our final response as soon as our investigation is complete and no later than eight weeks after receiving your complaint.

Our final response will explain:

• what we’ve found
• how we’ve reached our decision
• any action we propose to take
• what options are available to you if you remain dissatisfied

If we need longer than eight weeks

If we’re unable to provide our final response within eight weeks, we’ll write to you explaining:

• why the delay has occurred
• when we expect to provide our final response
• your right to refer the complaint to the Financial Ombudsman Service

If delays are caused by third parties, we’ll continue to follow up outstanding information and keep you informed of progress.

Financial Ombudsman Service

If you’re dissatisfied with our final response, or if eight weeks have passed since you made your complaint and you have not received our final response, you may be able to refer your complaint to the Financial Ombudsman Service.
The Financial Ombudsman Service is an independent organisation that helps resolve disputes between consumers and financial services firms.

Website: www.financial-ombudsman.org.uk
Telephone: 0800 023 4567 or 0300 123 9123
Email: [email protected]
Post: Financial Ombudsman Service, Exchange Tower, London E14 9SR

In most cases, you must refer your complaint to the Financial Ombudsman Service within six months of the date of our final response letter.

You can find more information about the Financial Ombudsman Service and how it works on its website.

If your complaint relates to another firm

If we believe your complaint should be handled by another firm, we’ll tell you why.

Where appropriate, we’ll contact that firm, provide them with details of your complaint and let you know what information has been shared. We’ll also provide their contact details so you can contact them directly if you wish.