How to make a complaint
We aim to provide you with the highest levels of customer services, however if you would like to make a complaint about our products and services, we encourage you to tell us about your complaint so that we can try and put matters right.
Where to direct your complaint
If you have a complaint, we recommend that you call us in the first instance on 01606 566 600. However, you may also put your complaint in writing to:
How we first handle complaints
If you make a complaint by telephone or we are aware that you are dissatisfied in any way, we will investigate your complaint and where possible, try and resolve matters with a Customer Service Agent. If the complaint has not been resolved following contact from our Customer Service Agent, this is then escalated to their Team Manager.
If we cannot resolve the complaint over the phone
If at this stage your complaint can still not be resolved, we will write to you, within 2 days of the date you made the complaint, to confirm that it is being looked into.
Where complaints are received in writing, a member of our Customer Complaints team will notify you in writing that we are investigating your complaint and when you should hear from us.
Investigating your complaint
Once we have investigated the complaint, we will contact you (usually in writing) to explain the position and confirm our view. Where applicable, this will include details of our proposals to resolve the matter. We will keep you informed of progress whilst your complaint is being investigated.
Confirming our final position
We will confirm our final position in writing – usually this will be no later than 8 weeks from the date when you first made the complaint. If for any reason we cannot give you a final response within 8 weeks, we will write to you anyway within that time to let you know and to explain why.
If you remain dissatisfied
If you remain dissatisfied after receiving our final response, you may pass the complaint to the Financial Ombudsman Service where you are eligible to do so. The following are not eligible to refer a complaint to the Financial Ombudsman Service:
For more details, or to check if you are eligible to refer your complaint to them, the contact details for the Financial Ombudsman Service are as follows:
The Financial Ombudsman Service
If you do wish to refer your complaint to the Financial Ombudsman Service then you must do so within six months of the date of our final response, or they may not be able to deal with it.
The role of the Financial Ombudsman Service
The Financial Ombudsman Service offers a free and independent service for resolving complaints. We will send you a leaflet about the service (where applicable) when we send you our final response.
Please note that there are some limitations as to what the Financial Ombudsman Service can handle and further information about this can be obtained from them directly using the contact details above.