Escalating a complaint
If you consider that our response to your complaint does not fully address the concerns you have raised, please let us know by calling our customer service number 0371 781 3080* (+44 371 781 3030* if you're calling from abroad) so we can understand if there is anything more we can do.
If you are dissatisfied with our resolution, you may refer your complaint to the Financial Ombudsman Service free of charge. Although there are time limits for referring your complaint to the Ombudsman, we will consent to the Ombudsman considering your complain, even if you refer the complaint outside the time limits.
You can contact the Financial Ombudsman Service at:
The Financial Ombudsman Service,
Telephone: 0800 023 4567 or 0300 123 9123
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/