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Resolving a problem
We always aim to give you the highest standards of service. However, there may be occasions when our service falls short of your expectations. If so, please tell us about it straight away and we’ll do all we can to put things right.
We make every effort to settle complaints quickly and fairly. We follow an internal complaints procedure to help you with any problems.
We aim to resolve your complaint and issue this response within eight weeks as required by the Financial Conduct Authority and the Financial Ombudsman Service (FOS).
Making a complaint
You can make a complaint in any of the following ways:
What happens next
Sometimes we need more time to investigate your complaint
We’re committed to ensuring all complaints are fully and fairly addressed through our internal complaints procedure. However, if you remain dissatisfied after we have completed our review, you have the option to refer the matter to the Financial Ombudsman Service.
The Ombudsman is a free and independent service for consumers. You should refer the matter to the Ombudsman as soon as possible after our final response, but this must be within six months of the date of our final response.
The Ombudsman’s contact details are:
Financial Ombudsman Service, Exchange Tower, London E14 9SR. Telephone 0800 023 4567 or email firstname.lastname@example.org.
You can also visit their website www.financial-ombudsman.org.uk for more information.
Please click here to download our Dealing with Complaints leaflet.
The Financial Conduct Authority’s deadline for PPI complaints was 29 August 2019. Customers can no longer complain about PPI as the date has now passed. For further information please visit www.fca.org.uk/ppi or call the FCA helpline on 0800 101 8800. Click here to download a copy of the FCA information leaflet.
Call one of our friendly advisors on 01664 414141. Opening hours 9am to 6pm Monday to Friday and 9am to 12pm on Saturdays.
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