Many thanks for submitting the form - your complaint will be logged and escalated for investigation. A copy of your complaint will be emailed to your inbox as well.
We will aim to resolve your complaint within three working days. If we do, we will issue a Summary Resolution Response in which we will briefly detail how we have resolved your concerns and will provide details of the Financial Ombudsman Service. If we are unable to resolve your complaint straight away, we will acknowledge your complaint in writing within 5 working days of receipt.
Our aim will be to resolve your complaint as quickly as possible, and we may contact you to obtain further information and keep you updated on progress on a regular basis.
In most cases, you will receive a Final Response within 4 weeks of us receiving your complaint. However, in the unlikely event that we have been unable to complete our investigation and provide a response within 4 weeks, we will write to you with an update, explaining the reasons for the delay, along with details of when you can expect to receive our response. You will, however, always have our Final Response within 8 weeks. If you do not provide a response to the above-mentioned questions in the next 30 days, the complaint will be closed due to a lack of response.
By treating customers fairly, we aim to deliver improved outcomes for customers in line with FCA principles and outcomes.
We do, of course, recognize that we may not always be able to resolve your concerns in full. In such instances, you have the right, following our Summary Resolution Response or Final Response, to refer your complaint to the Financial Ombudsman Service within 6 months of our Summary Resolution Response or Final Response.
Where you bring your complaint to the attention of the Financial Ombudsman Service after 6 months of our Summary Resolution Response or Final Response, we will not consent to the Financial Ombudsman Service to consider the matter.
