Making a complaint
If you have a complaint about our service, please tell us. We want to put things right first time, and your comments will help us improve.
You can speak to our Complaints Management team who can be contacted on 01793 567635 (all calls will be recorded for training and monitoring purposes). Our lines are open from 9.00 am to 5.00 pm Monday to Friday.
You can also contact us in writing, or by fax or email at:
Fax: 01793 474700
We will reply promptly to your letter and explain how we will be investigating your complaint. We aim to resolve your complaint as soon as possible, however some issues may take a while and we will keep you updated with progress by writing to you after four weeks if we haven’t been able to resolve it. There is no charge for this service.
We aim to resolve most complaints within 8 weeks, but if we can’t we will let you know why and explain how much longer we think it will take. At this stage, if you are not happy you can refer your complaint to the Financial Ombudsman Service.
You can also refer your complaint to the Financial Ombudsman Service if we don’t resolve the matter to your satisfaction. The Financial Ombudsman Service can help resolve disputes between firms and their customers, they’re entirely independent, and the service is free.
Ask us for a leaflet or contact the Financial Ombudsman Service at:
The Financial Ombudsman Service
Harbour Exchange Square
FCA registration number: 408285