Our complaints process

Make a complaint
Your feedback is important to us as it gives us an opportunity to improve. If you need to make a complaint, please get in touch:
Email us
Call us
Call us on 0330 027 1150* 9am to 6pm, Monday to Saturday. (Calls to 03 numbers cost no more than national rate calls to 01 or 02 numbers and count towards any inclusive minutes).
What happens next
We’re committed to resolving complaints and helping make things right for our customers. We aim to resolve your complaint within 8 weeks and will keep you informed of our progress throughout.

Depending on how long it takes to resolve your complaint, you'll receive one of the following communications from us:
Summary resolution communication
You'll receive this if we have been able to resolve your complaint to your satisfaction within 3 working days following the day we received it. We’ll also tell you about the Financial Ombudsman Service (FOS), should you wish to take matters further. This is a free, independent service for resolving such disputes.
Final response
We aim to resolve your complaint as quickly as possible. We'll try to resolve it within 3 working days, but if that’s not possible, we'll write to you acknowledging the issue and of course keep you updated on our progress.

Once we’ve investigated your complaint and reached a decision, you’ll receive a Final Response letter that covers:

  • Details of our investigation
  • Our decision
  • If applicable, next steps
  • Information about the Financial Services Ombudsman
If you’re unhappy with our decision
If you wish to take your complaint further, you can ask the Financial Ombudsman Service (FOS) to review your complaint. If you want to refer your complaint after we've issued our Final Response, you must do it within six months of the date on the letter.

You can refer your complaint to the FOS at any time, but they'll need our consent to investigate the complaint if we haven’t had the chance to put things right, or you’ve exceeded the six-month time limit.
Ways to contact the Financial Ombudsman Service
Email: complaint.info@financial-ombudsman.org.uk
Or complete an online form on the website: www.financial-ombudsman.org.uk
Monday to Friday: 8am – 5pm; Saturday: 9am – 1pm
UK: 0800 023 4567
*Calls to 03 numbers cost no more than national rate calls to 01 or 02 numbers and count towards any inclusive minutes.