Making a Complaint
First of all we are sorry if things have got to a point where you feel you need to make a complaint. The information below lays out the ways in which we aim to resolve problems in a way which resolves matters satisfactorily for everyone.
Let us know!
Please let us know the reasons for your grievance and how we can make it better. The more detail you give us, the easier it will be for us to resolve the matter.
We are able to deal with a wide range of problems but there is one that is outside of our staffs purview. This is for customers who are upset that their applications have not been accepted. Our staff do not have that information available to answer any questions on failed applications and only have access to customers accounts that have been accepted.
In these cases, we can regret we are unable to help further.
Allowing Us Time To Deal
Our aim is to resolve complaints as quickly as possible. Sometimes that is not always possible and on some occasions it may take up to 8 weeks to resolve. When we reach a final decision we will make this available to you in writing.
The Financial Ombudsman Service
Telephone: 0300 123 9 123