How we handle your complaint

The best way to get in touch is to call us, and we’ll try to resolve the issue immediately.

If for any reason we can’t, we’ll do our very best to find a solution for you within three working days.

You can find details of how to contact us in the section below.

If we are able to resolve your complaint within three working days, we will send you written confirmation of this.

Where we cannot resolve your complaint within three working days, we will send a written acknowledgement within five working days. We will then undertake a full investigation to enable us to make an informed assessment of your complaint.

We will send you a final response within eight weeks, which will:

• Let you know the outcome of our investigation
• If appropriate, advise you of what we intend to do to rectify the problem
• If we disagree with your complaint, clearly explain the reason why

Throughout the eight week investigation, or until a final response is issued, we will keep you informed of our progress and we may contact you to ask you to provide further information regarding the issues you have raised.

After our investigation, if you’re still unhappy with our response to your complaint, you can choose to refer it to the Financial Ombudsman Service. They provide a free, independent service to help resolve complaints.

• Financial Ombudsman Service, Exchange Tower, London, E14 9SR
• 0800 023 4567
• www.financial-ombudsman.org.uk

If you decide to refer your complaint after we’ve issued our final response, you should do so within six months of the date on our final response letter.

*Calls may be recorded for training and monitoring purposes

We place the needs of customers at the heart of our day-to-day operations but we understand that we do not always get things right first time.

Complaints from our customers are taken very seriously and it is important to us that all issues are resolved as quickly as possible.

To help us improve and maintain excellent customer service, and in accordance with the FCA’s requirement, we publish complaints information every six months.

• Our complaints data for Oct 2017 to Mar 2018