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:
- Send you an acknowledgement within five working days
- Investigate your complaint
- 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
How to contact the Financial Ombudsman Service
- Fill out the form on their website
- Telephone: 0800 023 4567 or 0300 123 9123
- By post: You can write to -
Financial Ombudsman Service
Exchange Tower
London
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