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Our complaints procedureOnce your complaint has been registered we will gather all the necessary information and assign it to a dedicated complaints handler, who will take ownership of your problem and see it through until it’s resolved. How long will it take?We will try and resolve your issue straight away. If this isn’t possible, we will write to you within five working days to let you know that your complaint is being dealt with. Due to the complex nature of some complaints we may need to contact external parties to make sure we have all the details we need. This affects the time it takes to resolve your complaint. If it is not resolved within four weeks we will send you a progress update. In the unlikely event that we are unable to resolve your complaint after eight weeks we will write to you a further time to let you know. At this point you have the right to refer your complaint to the Financial Ombudsman Service (FOS). The FOS is the official independent expert in settling complaints between consumers and businesses providing financial services. What if you are dissatisfied with our response?We hope that we will be able to resolve your concerns fully. However, we understand that this isn’t always the case. If you feel that we have not dealt with your complaint fairly, you can refer your case to the FOS. You can contact them;
You can write to them at: Or phone 0800 023 4567, or visit www.financial-ombudsman.org.uk |
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