Our customers are at the heart of everything we do and we pride ourselves at providing the highest level of service, but we understand that sometimes this level of service could slip. So if there is something that you are not happy with then let us know.
Our complaints procedure is as follows:
How to contact us to make a complaint
Please send us your details, a description of your complaint and how you think we can resolve it, and any other relevant information. In writing to:
By phone: 0345 2221550‡
By email: [email protected]
How long will it take?
Your complaint will be acknowledged promptly in writing and we will do our best to resolve your complaint as quickly as possible.
Sometimes it may take longer to fully investigate and If a complaint is particularly complex, it may take longer to resolve. We will always try our best to respond to your complaint as quickly as possible and we’ll send you our final response no later than 8 weeks from when you first complained. If we can’t complete our investigation in this time, we’ll contact you to explain the delay and give you an indication of when to expect our response. If you’re unhappy with the progress of your complaint or not happy with our final response, at this point, you can refer it to the Financial Ombudsman Service.
The Financial Ombudsman Service will only deal with your complaint if you have given us the opportunity to put matters right, so please contact us first and we will do all we can to help you.
Financial Ombudsman Service (FOS)
If you want the FOS to consider your complaint, you must send your complaint to them within 6 months of the date of our final response. Their contact details are:
The Financial Ombudsman Service
Telephone: 0300 1239 123
calls to this number cost no more than calls to 01 and 02 numbers
Telephone: 0800 0234 567.
calls to this number are now free on mobile phones and landlines
Email: [email protected]
Information regarding the service can be found on the Financial Ombudsman website:
European Online Dispute Resolution Platform
In relation to your complaint you can also request a review from the European Online Dispute Resolution platform: http://ec.europa.eu/consumers/odr/