Complaints

While we try our hardest to ensure that you always receive excellent service from us, we understand that on rare occasions we might fall short of your expectations.

If you would like to make a formal complaint, please contact us with your concerns. You can email us or write to us: .

We will aim to answer your complaint as soon as possible but sometimes it could take a little longer to carry out our investigations; in these instances we will issue our final response within eight weeks from when your first complained to us.

If for any reason we are unable to conclude our investigation within this time or you are unhappy with our final response, you will be able to refer your complaint to the Financial Ombudsman Service (FOS).

The Financial Ombudsman Service

Please be aware that the Financial Ombudsman Service will only deal with your complaint if you have contacted us first and given us the opportunity to put things right. If you want the FOS to consider your complaint, you must contact them within 6 months of the date of our final response.

FOS Consumer leaflet