Complaints handling

We apologize if we didn’t get things right for you, but we are keen to hear your thoughts on how we can improve. Should you have a complaint, please let us know by reaching out to us through our contact channels and we’ll do our best to do right by you.

Our customers are at the heart of everything we do, and we want you to be happy with the products and service you receive. Unfortunately, we know that things can sometimes go wrong. When this happens, we aim to:

Make things right for you as best and as quickly as we can.
Make sure you know who is dealing with your complaint should we need more time to work out what’s gone wrong.
Learn from your issue, and implement the changes needed to make sure it doesn’t happen again.

Frequently asked questions

What information do I need to provide when filing a complaint?

To help us best address your concern in a timely manner, kindly provide the following information when filing a complaint:

a. Your name and address
b. A phone number and the best time to contact you
c. A description of your concern
d. What you would like us to do to make things right
e. Any relevant references

What happens after I have made a complaint?

Once you get in touch with us, we will formally respond to confirm receipt of your complaint and immediately endeavor to resolve it.

We always aim to resolve your complaints as soon as possible, but resolution time may vary depending on the nature of the complaint and the information provided to us.

a. For simple concerns – resolution typically takes up to 15 days.
b. For exceptional concerns – resolution typically takes up to 35 days.

When we are unable to resolve a complaint within the above time frames, we will contact you with an update.

What if I am not satisfied with the outcome of my complaint?

If you are not satisfied with the way we handled your complaint, please let us know as soon as possible and we will conduct a review to get it sorted. Alternatively, you can contact the Financial Ombudsman Service (FOS), who will independently review your case for free.

Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Free phone: 0800 023 4567
Low-cost phone: 0300 123 9123
Calls to 0800 numbers are free when calling from a UK landline. 03 numbers cost no more than a national rate call and are included in inclusive minutes for mobiles. Charges may apply when calling from abroad.
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk