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Our Complaints Policy
How to make a complaint?
We are committed to providing a high-quality service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
Should you feel as though you are unhappy with the any aspect of the service you have received from us, then please contact us immediately. We are continually working to improve our service and your feedback is invaluable to this improvement.
To make a formal complaint, please contact us by letter, telephone or email and your complaint will be directed to our Complaints Officer immediately.
We will then handle your complaint in the following way:
Once our Complaints Officer has received your complaint, they will send a written acknowledgment of the complaint to you within five business days.
Within four weeks of us receiving your complaint, the Complaints Officer will be in contact again with either:
- A final response – this is our final response to your complaint and will explain any action we may have taken to resolve the complaint, or answer your complaint. If you are dissatisfied with this response, you can refer your complaint to the Financial Ombudsman. Their details are provided below.
- A holding response – this will explain why the business is not yet in a position to resolve your complaint. It will also contain details as to when you can expect to be contacted about the matter again.
Within eight weeks of receiving your complaint, if you have not received a final response, the Complaints Officer will send either:
- A final response – this is our final response to your complaint and will explain any action we may have taken to resolve the complaint, or answer your complaint. If you are dissatisfied with this response, you can refer your complaint to the Financial Ombudsman. Their details are provided below.
- A holding response – explaining why we are unable to provide a final response at that time. It will give reasons for the delay and a timescale we are working towards for a final response.
Financial Ombudsman Service
The details for the Financial Ombudsman Service are as follows:
The Financial Ombudsman Service
Exchange Tower
Harbour Exchange
London
E14 9SR
Tel: 0800 376 0150
Web: www.financial-ombudsman.org.uk
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