Whenever you need us we promise to always be fair and reasonable, acting quickly to resolve any issues that may come up.
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 includes individual consumers, micro-enterprises, and small businesses — typically businesses with annual turnover under £6.5 million that also have either a balance sheet total under £5 million or fewer than 50 employees — as well as charities with annual income under £6.5 million and trusts with net asset value under £5 million. Eligibility depends on the full FOS rules. 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 5pm
You can still contact us directly by any of the methods listed here.