Contact Us

We treat any complaints we receive with utmost care. We aim to resolve any complaints as soon as possible and ideally within three days of the complaint being made. If we cannot resolve the complaint within the three day period, we will write to you with details of our process and keep you updated with the outcome.

We’ll aim to resolve your complaint as soon as possible. The Financial Ombudsman Service (FOS) allows us eight weeks to resolve a complaint before you can ask them to intervene but hopefully it won’t take that long. If we haven’t responded to all your issues within eight weeks, we’ll write to you to let you know you can refer your case to the FOS.

Please let us know. Our Investor Relations team will discuss this with you and explain the reasons for our decision. If you’re still unhappy, once we issue our final response, you will be able to refer your complaint to FOS. The FOS will only investigate your complaint after we’ve had the chance to investigate it.

The FOS will only consider you eligible for their service once you have followed our complaints process and received either our final complaint resolution letter, or a letter from us confirming your right to approach the FOS in the unlikely event that we are unable to resolve your complaint within eight weeks. Making a complaint does not affect your right to take legal action.

Details of the number of cases referred to the FOS for individual financial businesses can be found at: http://www.financial-ombudsman.org.uk/publications/complaints-data.html

The Financial Conduct Authority (FCA) provides consolidated complaints data from the industry every six months at: https://www.fca.org.uk/firms/complaints-data