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We put our customers at the heart of everything we do by providing excellent customer service.

Complaints

Occasionally we may fail to meet your expectations and if this happens, we will investigate and provide a resolution as quickly as possible.

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Our process

A complaint is considered as any expression of dissatisfaction received orally or written. We will always investigate complaints competently, diligently, and fairly. To enable us to deal with your complaint swiftly, it would assist if you could provide us with as much information as possible at the first stage. Once your complaint has been received, we will do the following:

[email protected]

By day 3

We will try to resolve your complaint within 3 working days and send Summary Resolution communication. This letter explains a complaint was made and that we consider the complaint is resolved. The letter includes information on how to refer your complaint to the Financial Ombudsman Service if you are dissatisfied with the resolution.

By day 5

If we have not been able to resolve your complaint within 3 working days, a complaint acknowledgment letter will be sent by day 5. A Customer Care Advisor will also contact you for further information.

Week 8

In the event we have not resolved your complaint by week 8, your Customer Care Advisor will provide you with a letter summarising our actions so far, reasons for the delay and what our next steps will be. We will continue to work towards a resolution and will keep you updated.
This letter will also provide you with details of the Financial Ombudsman Service should you wish to refer to them at this stage.

Final response

Once your complaint has been investigated and a resolution provided, you will be sent a final response letter.

If you are dissatisfied

If you would like to take your complaint further, you will have the right to refer the complaint to the Financial Ombudsman Service within 6 months of your final response. You can contact the service using the following details:
The Financial Ombudsman Service, South Quay Plaza, Exchange Tower, London E14 9SR
Telephone: 0800 023 4 567

Complaints data

The following is the complaint data covering the period from May 2023 to October 2023

Total complaints outstanding at reporting period start Complaints Received Complaints Closed Complaints upheld by firm % upheld
160 731 762 272 35.49