Complaints

How to complain

Write to us, call us, or use the contact form and mark it as a complaint. Tell us what happened, when, and what you would like us to do. If you have a reference number, include it.

What happens next

We acknowledge every complaint promptly and in writing. We investigate, and where the answer is not immediate we keep you updated rather than going quiet.

We aim to give a final response within eight weeks. If we cannot, we will tell you why and when to expect one.

If you are still unhappy

If you are not satisfied with our final response, you may be able to refer the matter to the Financial Ombudsman Service, depending on the product and your eligibility. We will tell you in our final response whether that route is open to you, and we will not charge you for the referral.

What we do with complaints

Complaints are logged and reviewed. Where the same issue comes up more than once we treat that as a process problem rather than a series of individual incidents.