Complaints Procedure

We aim to acknowledge your complaint within 5 working days and resolve your complaint within 3 working days. If we are unable to do so, we will provide you with an update or Final Response by week 4. If we are unable to resolve your complaint within 4 weeks, we must either issue a Final Response or an update by week 8. If by week 8 you are unhappy with either the Final Response or the update, you have the right to refer the complaint to the Financial Ombudsman Service who will independently investigate your complaint.

Please visit https://www.financial-ombudsman.org.uk/ for further information in relation to the Financial Ombudsman Service and how they will deal with your complaint.