We want our customers to be happy with the service we provide, we understand that sometimes this high level of service could slip and we want to hear from you if you don’t feel happy with our service.
Our complaints procedure is designed to be easy for you:
How to contact us if you wish to make a complaint
Please can you send us your contact details, a detailed description of your complaint How can we resolve your complain along with any other relevant information in writing to:
How long will it take?
Your complaint will be acknowledged in writing within 7 working days of receipt – We will try to resolve your complaint as quickly as possible.
Sometimes it may take longer to fully investigate and If a complaint is particularly complex, it may take longer to resolve. We will always try our best to respond to your complaint as quickly as possible and we’ll send you our final response no later than 8 weeks from when you first complained. If we can’t complete our investigation in this time, we’ll contact you to explain the delay and give you an indication of when to expect our response. If you’re unhappy with the progress of your complaint or not happy with our final response, at this point, you can refer it to the Financial Ombudsman Service.
The Financial Ombudsman Service
The Financial Ombudsman Service will only deal with your complaint if you have given us the opportunity to put matters right, so please contact us first and we will do all we can to help you.
If you want the Financial Ombudsman Service to consider your complaint, you must send your complaint to them within 6 months of the date of our final response. Their contact details are:
Exchange Tower, Harbour Exchange Square, London E14 9SR
Telephone: 0800 023 4 567 (calls to this number are now free on mobile phones and landlines)
0300 123 9 123 (calls to this number cost no more than calls to 01 and 02 numbers).
European Online Dispute Resolution Platform
In relation to your complaint you can also request a review from the European Online Dispute Resolution platform: http://ec.europa.eu/consumers/odr/