We want to make the complaint process as simple for you as possible, which is why complaints can be made verbally.
Download our Complaints Policy.
We will assess all available evidence and the specific circumstances surrounding your complaint. All appropriate records will be reviewed and we will speak to all individuals involved. We will also consider similarities to any other previous complaints and will take account of guidance published by the relevant regulatory bodies.
Our final response will provide an assessment of your complaint and confirmation of whether it has been upheld or not. We will try to send you a final response as soon as possible and no later than eight weeks after your initial complaint was made. Depending on the outcome and circumstances, we may then offer redress and/or take remedial action.
If you are an eligible complainant, we will also inform you that you may refer your complaint to the Financial Ombudsman Service (FOS) and how to do so.
We will contact you within 48 hours of your complaint being received and will provide written confirmation of the name and title of the person handling your complaint.
During our investigation we will provide regular updates as to our progress and realistic timeframes for providing you with our final response.
If you're unhappy with our final response, let us know, as we would like to try and find a resolution. If you are an eligible complainant, you may also refer your complaint to the Financial Ombudsman Service (FOS). Further information can be found at www.financial-ombudsman.org.uk. But please remember that if you wish to refer a complaint to the FOS, you must do so within 6 months of us sending our final response.
