We aim to provide the highest level of service to all of our customers, and so take complaints very seriously. If you feel that our service has not met your expectations in any way, please contact us immediately.
Mon-Fri 9am-6pm: 0800 103 2959
314 Westbourne Studios
242 Acklam Rd
We will do everything we can to resolve your complaint as quickly as possible and will keep you up to speed on our progress.
When you submit a complaint you will be given a unique case number, as well as the name of the person who handled your complaint.
If we can’t resolve your complaint within four weeks, we will send you a letter detailing the reasons for the delay and a date by which we hope to have the problem resolved.
In the event that we can’t reach a solution after eight weeks, we will send you our final response letter. The letter will include contact details for the Financial Ombudsman Service and explain how you can refer your complaint to them.
The Financial Ombudsman will only become involved with your complaint after we have had the chance to examine the issue. However, you can contact them at any stage once we have looked into your complaint up to six months from the date of our final response to you.
0845 080 1800
The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall