Complaint Procedure

There is one formal method for submitting a complaint. All complaints must be submitted in writing via email to [email protected]. Upon receipt, your complaint will be reviewed and forwarded to the appropriate individual or department for handling.

Your complaint will be thoroughly investigated and we will provide you with the outcome of such investigations as soon as possible (please allow 7-10 working days for a formal written response). Where appropriate, you will receive details of any proposed action to resolve the reported issues and if necessary, you will be given an apology.

If you are not happy with our response, and you are an eligible complainant, you can escalate your complaint to the Financial Ombudsman, you must do so within six months of the date of the final response letter.

You can contact them: