We’re always looking at ways to improve our service, so your feedback is important to us. You can send us feedback or complain by clicking on ‘Get in touch’ and using either webchat or the online form.
We’ll always take your comments seriously and come back to you as soon as we can.
To help us investigate your complaint fully, we may need the following information from you:
If you feel you’ve missed some information out from your initial complaint, just get back in touch quoting your case reference number and any additional detail you’d like us to include.
We’ll respond to your complaint as quickly as possible. We’ll try and do this within 48 hours. If we need any additional information, or we think it will take us longer to provide you with an answer, we’ll contact you within five working days to let you know.
The Financial Conduct Authority gives us eight weeks to provide a final response, but we aim to resolve most complaints well within this timescale.
If after eight weeks you’re unhappy with our decision or we take longer than eight weeks to provide you with a final response, then you have the right to refer your complaint to the Financial Ombudsman Service, free of charge -
but you must so within six months of receiving our final response.
If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.
You can find more information about the Financial Ombudsman Service here:
http://www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm. If you’d like a hard copy of this please let us know and we’ll send it to you.
Or you can get in touch with them here:
Telephone 0800 023 4567. Calls to this number are now free on mobile phones and landlines.
If you live outside the UK, or if you prefer not to deal directly with the Financial Ombudsman Service, you may be able to submit a claim through the European Online Dispute Resolution Platform.