Complaints

We take any complaint received very seriously and view them as an opportunity to identify ways we can improve the service provided to our clients.

How to complain?

 If you need to contact us to make a complaint, you can do so by using one of the methods provided on the contact us page.

What happens after I have made a complaint?

 Within 5 business days of receiving your complaint, we will send you a letter of acknowledgement, including a copy of our complaints procedure that explains the process following our receipt of your complaint.

Please note: You have the right to request a copy of the procedure, regardless of whether or not you are making a complaint and this will be provided to you free of charge in both cases.

If you are unhappy with the outcome of our investigations, or if we take longer than the 8 weeks allowed by the rules to provide our final response, you may have the right to refer your complaint to the Financial Ombudsman Service.

This process is further explained in their consumer leaflet, which is also available in easy read (accessible text format).

If you would like an official print copy of the consumer leaflet please either contact us or visit the Financial Ombudsman Service website.