Complaints policy

We aim to provide excellent service, but if something goes wrong, we want to hear from you so we can put things right. You can contact us by phone, email, or post:

Resolving complaints quickly

We will make every effort to resolve your concerns over the phone.

• If we can resolve your complaint within three working days of receiving it, we will consider the complaint closed.
• You will receive written confirmation that your complaint has been resolved.

For more complex complaints

If your complaint requires further investigation:

1. Acknowledgement: We will send you a written acknowledgment, usually within five working days.
2. Investigation: A member of our Compliance Department will carry out a full review of your complaint.
3. Response: You will receive a detailed, written response within eight weeks. Our response will be in clear and straightforward language.

Resolving complaints quickly

We will make every effort to resolve your concerns over the phone.

• If we can resolve your complaint within three working days of receiving it, we will consider the complaint closed.
• You will receive written confirmation that your complaint has been resolved.

For more complex complaints

If your complaint requires further investigation:

1. Acknowledgement: We will send you a written acknowledgment, usually within five working days.
2. Investigation: A member of our Compliance Department will carry out a full review of your complaint.
3. Response: You will receive a detailed, written response within eight weeks. Our response will be in clear and straightforward language.

If you’re not satisfied with our final response or if we cannot provide one within 8 weeks, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS).

The FOS is a free, independent service that helps resolve disputes when we cannot resolve your complaint to your satisfaction.

You can contact the FOS:

• Address:     Exchange Tower, London, E14 9SR
• Phone:         0800 023 4567 or 0300 123 9123
• Email:         complaint.info@financial-ombudsman.org.uk
• Website:     www.financial-ombudsman.org.uk

• If you choose to refer your complaint to the FOS, you will need to do so within six months of the date of our final response (or the extended timelines explained above for non-DCA complaints).
• The FOS service is available to personal customers and small businesses (including charities and trustees) with an annual turnover of less than £1 million.

If you have any questions about the complaints process or the Financial Ombudsman Service, we are happy to assist.