We’re always looking at ways to improve our service, so your feedback is important to us. You can send us feedback or complain by visiting our Get in touch page and using live chat or email.
What we need to know
To help us investigate your complaint fully, we’ll need the following information from you:
- The details of your complaint, with as much information as possible
- Your contact information and the best time of day to reach you
- What you’d like us to do in order to put things right
- Your account number or case reference number (if applicable)
If you feel you’ve missed some information out from your initial complaint, just get back in touch quoting your case reference number and any additional detail you’d like us to include.
What we’ll do next
We’ll respond to your complaint as quickly as possible. We’ll try and do this within three working days. If we need any additional information, or we think it will take us longer, we’ll let you know within five working days.
The Financial Conduct Authority gives us eight weeks to provide a final response to your complaint, but we aim to resolve most complaints well within this timescale.
What happens if you remain unhappy?
If you’re unhappy with our decision or the way we have handled your complaint, then you have the right to refer your complaint to the Financial Ombudsman Service (FOS), free of charge - but you must do so within six months of receiving our final response.
If you don’t refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.
You can find more information about the FOS and get in touch with them using the contact details below.
Financial Ombudsman Leaflet:
If you’d like a hard copy of this leaflet, please let us know and we’ll send it to you.
Phone: 0800 023 4567
Calls to this number are now free on mobile phones and landlines.