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Our complaints process

We commit to the highest standard of customer service

If you do not think you have had a high enough standard of care, please tell us so we can investigate.

Help us help you

To do this:

When you contact us, please include your:

  • Full name
  • Client reference number
  • Date of birth
  • Home address

It can take us longer to deal with your complaint if we do not have this information.

What happens after I've sent my complaint?

When we get your complaint, we will:

  1. Send you an acknowledgement within five working days
  2. Investigate your complaint
  3. Aim to respond within four weeks

If we are unable to respond in this time we will send you an update.

Our aim is to send a final response within eight weeks of getting a complaint. If we cannot do this, we will write to you to explain why.

Financial Ombudsman Service

You can contact the Financial Ombudsman Service if:

  • We take more than eight weeks to send a final response
  • Or you don't think we have resolved your complaint

Ways to contact the Financial Ombudsman Service

Website: www.financial-ombudsman.org.uk

Telephone: 0800 023 4567 or 0300 123 9123

Email: complaint.info@financial-ombudsman.org.uk

By post: You can write to -

Financial Ombudsman Service
Exchange Tower
E14 9SR

You must refer your complaint to the Financial Ombudsman Service within six months of the date on our final response.

Complaints data

We help hundreds of thousands of people each year.

Although we commit to the highest standards, sometimes things can go wrong. We encourage our clients to tell us if they are not happy. We try to put things right as quickly as possible.

We monitor our client feedback and use it to improve our service.

We are authorised and regulated by the Financial Conduct Authority (FCA). Every six months we must send information to the FCA about any complaints we have:

  • Received
  • Closed
  • Found in favour of clients

Here is a link to our latest report:

    Complaints data summary Q3 and Q3 2024