A Guide to Customer Complaints

Once We Receive Your Complaint

We will within 5 business days: We will confirm that we have received your complaint.

Within 4 Weeks of receiving your complaint: Let you know what our final response is along with the reasons for it.

Or: We will explain to you why we are not in a position to offer you a final response and we will let you know when we expect to be able to provide it.

Within 8 weeks of receiving your complaint, we will: Let you know what our final response is along with the reasons for it. Or: We will explain to you why we are not in a position to offer you a final response and we will let you know when we expect to be able to provide it along with the contact details for the Financial Ombudsman Service.

If you are dissatisfied with either our final response or the reasons for any delay with providing our response have the right to refer your case to: The Financial Ombudsman Service Exchange Tower Harbour Exchange Square London E14 9SR

Freephone: 0800 023 4567

Telephone: 0300 123 9123

Email: [email protected]

The Financial Ombudsman Service offers a free independent service for resolving disputes regarding most financial matters. You have the right to refer your complaint to the Financial Ombudsman Service free of charge but you must do so within 6 months of the date of this letter.

If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances. *source: www.financial-ombudsman.org.uk