We aim to resolve all complaints as soon as possible.
Within 8 weeks of receiving your complaint, we will send you a final response letter. For more complex complaints it may not be possible to resolve your complaint within this time, if this is the case we will update you and let you know when we estimate a final response will be sent to you.
Your final response letter will include the details of our investigation, our decision about your complaint and any next steps. It will also include information about what to do if you are not satisfied with our response and information about the Financial Ombudsman Service (FOS).
If you feel that our response to your complaint has not addressed the concerns you have raised, please call us on 0371 781 3080* (+44 371 781 3080* if you're calling from abroad) so we can understand if there is anything more we can do.
Should you remain dissatisfied following the completion of our review, you have the option to refer the matter free of charge to the Financial Ombudsman Service at:
The Financial Ombudsman Service
You should refer the matter to the Ombudsman as soon as possible after our final response, but this must be within six months of the date of our final response.
Please note, while you can refer your complaint to the Ombudsman at any time, they will need our consent to investigate complaints where:
- We have not had the chance to put things right.
- We have not exceeded the eight-week timescale and have not yet issued our final response letter.
Before you refer the matter to the Ombudsman you may wish to:
- Call them on 0800 023 4567 or email: firstname.lastname@example.org to discuss your complaint.
- You can also visit their website on www.financial-ombudsman.org.uk for more information.
Finally, the European Commission offers a service for resolving disputes between consumers and online traders.
You can access this service here: https://ec.europa.eu/consumers/odr/