Consumer Customer Complaints Procedure
We aim to provide the best customer service. If you are not satisfied with the service you have received you should contact us immediately so that we can investigate your complaint. Our Complaints Procedure is designed to be clear and fair.
How to Make a Complaint
If you are not satisfied with the service you have received from us you can register a complaint directly with us for investigation, either by email or in writing by post to our Registered Office address. Both email message option and Registered Office address are provided on the Contact Us page of this website.
The Information to Provide
It is important that you provide us with as much information as possible. Please include the following:
- Full Name
- Full Address
- Date of Birth
- Email Address
- A clear description of your complaint
- Any documentary evidence to support your complaint
- What outcome you require
- Any relevant reference numbers
How We Handle Your Complaint
At each stage of our complaints process:
- If you have complained in writing, you will be contacted via email or letter to confirm we have received your complaint and that it is under investigation.
- You may also be contacted if we require further information.
- On completion of the investigation into your complaint we will write to you and set out the findings of the investigation which has been carried out, whether your complaint has been upheld or rejected and the reasons for that.
If you are not satisfied with our final response you can contact one or both of the following organisations dependent on the nature of your complaint:
Financial Ombudsman Service
Telephone: 0300 123 9 123
Information Commissioners Office
Telephone: 0303 123 1113
- At any stage of this process we will acknowledge any written complaint within 5 working days.
- All cases will receive a final response within 8 weeks.
- If we are not able to provide a final response within 8 weeks we will explain why and indicate when we will be able to provide a final response.