Your views are important to us. If we fail to meet the high standards you expect or make a mistake, we want to know. We will investigate your complaint and aim to resolve the issue as quickly as possible. We also use feedback to help us improve our service.
If you wish to make a complaint, please contact us with the following details:
You can reach us in one of the following ways:
If you require us to communicate with you in a different format, such as large print, braille, or by phone, please let us know and we will do our best to accommodate you.
We aim to resolve complaints as quickly as possible.
If your complaint is resolved by the close of the third business day following the day we receive it, we will send you a Summary Resolution Communication. This confirms:
If we are unable to resolve the complaint immediately, we will send you an acknowledgement within five business days and begin a full investigation.
If we do not issue a final response within eight weeks, or if you are not satisfied with the outcome, and you are an eligible complainant, you have the right to refer your complaint to the Financial Ombudsman Service.
Contact details for the Financial Ombudsman Service:
Please note: You must refer your complaint to the Ombudsman within six months of receiving our final response.
If you purchased your product or service online, you can also register your complaint via the Online Dispute Resolution platform at:
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