Whenever you need us we promise to always be fair and reasonable, acting quickly to resolve any issues that may come up. Should you ever feel that we’ve failed to honour our promise, we’ll do everything possible to ensure that your complaint is dealt with quickly and fairly.
The easiest way to complain is simply to give us a call, however you can contact us to make a complaint via any of the following methods:
We ask that you summarise the problem, policies affected and the resolution you expect so we can deal with the matter swiftly. Please ensure whenever possible that you quote your customer reference number together with the identity of our member of staff you dealt with and relevant office address.
We will endeavour to rectify the problem immediately, however if this is not possible we promise to acknowledge your complaint within 5 business days of receipt.
In the unlikely event that your complaint hasn’t been resolved within four weeks of its receipt, we’ll write and let you know the reasons why and the further action we’ll take.
Within eight weeks of its receipt we’ll either issue you with a final response letter detailing the outcome of our investigation and our decision, or a letter confirming when we anticipate to have concluded our investigation.
If you remain dissatisfied you may be an eligible complainant within the rules of the Financial Ombudsman Service (FOS). Their jurisdiction broadly covers those that employ less than 10 persons and whose turnover or annual balance sheet is less than 2 million Euros, and charities or trusts whose turnover or net assets respectively are less than Elm. Should you remain dissatisfied with our final decision or more than 8 weeks have passed since receipt of your complaint then if you wish, you may contact the FOS, details of which can be found at www.financial-ombudsman.org.uk/.
Their address is:
The Financial Ombudsman ServiceCalls to this number are normally free for people ringing from a “fixed line” phone – but charges may apply if you call from a mobile phone.
Or
0300 123 9 123Calls to this number are charged at the same rate as 01 or 02 numbers on mobile phone tariffs.
From abroad please call on +44 20 7964 0500.
Lines open:Mon – Fri, 8am to 8pm
Saturday, 9am to 1pm
You can still contact us directly by any of the methods listed here.
The European Commission has launched the European Online Dispute Resolution platform (ODR platform). The ODR platform is a website which helps customers who’ve bought something online in the EU if a dispute arises.
The platform will send your complaint to a certified Alternative Dispute Resolution Provider who works to solve the problem. In the UK that would be the UK Financial Ombudsman Service.
You can access the ODR platform by clicking here.