Complaints

What to Expect

We will aim to resolve your complaint within 3 working days of receipt and send you a letter regarding the resolution. In some cases, however, we may require additional time to conduct a thorough investigation. Should this arise, we will send you a letter of acknowledgement within 5 working days, although we will work to do it sooner.

Keeping You in the Loop

We will make every effort to resolve your complaint promptly but depending on complexity, it may take up to 8 weeks. Following this, you will receive a Final Response Letter that will outline the details of our investigation and the result. If your complaint is related to a payment, we will aim to find a solution within 15 working days as required by the Payment Services Regulations 2017. In exceptional circumstances, this may be extended to 35 working days.

Financial Ombudsman Service

If you are dissatisfied with our decision, or if you have not received a Final Response Letter after 8 weeks (35 working days for payment-related complaints) and you are an individual, small business, charity, or trust, as defined by the rules of the Financial Ombudsman Service, you may be eligible to refer your complaint to them for an independent review. They will investigate your complaint free of charge, however it is important to approach them within 6 months of our response.

The Financial Ombudsman is an impartial service designed to help customers and financial service institutions settle their disputes. You can contact the Financial Ombudsman Service using the details below:

By Phone:
From a UK landline: 0800 023 4567
From a UK mobile: 0300 123 9123

By Email:
Complaint.info@financial-ombudsman.org.uk

By Post:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Online:
www.financial-ombudsman.org.uk

A summary of our internal complaints handling procedure is available upon request.