Our aim is provide you with a first class level of service, however, in the event you are dissatisfied with our service please contact us by telephone, email or write to us and we will take all reasonable steps to investigate your concerns
We shall do this by acknowledging your complaint within 5 business days of receipt and provide you with the name and title of the individual dealing with your complaint
If we have not completed our investigation within 4 weeks of receipt we shall write to you with reasons and an indication of when we will be able to conclude our enquiries
If the investigation is not complete within 8 weeks we shall write to you again providing reasons for the delay and inform you of your right to refer the handling of the complaint to the Financial Ombudsman Service if you remain dissatisfied with the delay
Where we decide that redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we are responsible and will comply with any of offer of redress which you accept. Appropriate redress will not always involve financial redress.
If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to
The Financial Ombudsman Service
Freephone number: 0800 023 4567