The best way to get in touch is to call us, and we’ll try to resolve the issue immediately. If for any reason we can’t, we’ll do our very best to find a solution for you within three working days.
When and how will you hear from us…
If we are able to resolve your complaint within three working days, we will send you written confirmation of this.
Where we cannot resolve your complaint within three working days, we will send a written acknowledgement within five working days. We will then undertake a full investigation to enable us to make an informed assessment of your complaint.
We will send you a final response within eight weeks, which will:
Throughout the eight week investigation, or until a final response is issued, we will keep you informed of our progress and we may contact you to ask you to provide further information regarding the issues you have raised.
After our investigation, if you’re still unhappy with our response to your complaint, you can choose to refer it to the Financial Ombudsman Service. They provide a free, independent service to help resolve complaints.