Complaints

We are committed to ensuring our products, service and our people deliver what our clients expect from us, and aim to resolve complaints quickly and fairly. If it is not possible to promptly resolve your complaint, we will be in touch to update you on its progress through our complaint handling process.

We aim to be in a position to provide a final response to your complaint within eight weeks of the complaint being received. If this has not been possible, we will inform you when we expect to respond however you may decide to refer the matter to the Financial Ombudsman Service.

If you have a suggestion on how we can improve or you would like to submit a complaint, please let us know via the contacts listed below. 

Independent review of your complaint

Should you be dissatisfied with our final response, you may, if you wish, refer the matter to the Financial Ombudsman Service. Any referral must be made within 6 months of the date of our final response. The Financial Ombudsman Service provides a free, independent and impartial service for customers to resolve disputes with financial firms.

The Financial Ombudsman Service will only deal with your complaint if you have first given us the opportunity to put matters right, so please contact us first and we will do all we can to help you.

The contact details for the Financial Ombudsman Service are set out below.

You can also contact us directly by email, using the details listed above.

Or write to:

The Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9SR

Phone: 0800 023 4567 (consumer helpline)

www.financial-ombudsman.org.uk