If you’re not completely happy with our service, we’d like to hear about it – that way we can do something to put it right. We do everything we can to make sure our Customers get the best products and service possible. However, sometimes we may not get things right the first time. When that happens we want you to tell us what went wrong so we can put matters right.
We want to:
If you are not satisfied with any aspect of our service or products, you can tell us about your complaint in the following ways:
We aim to resolve your complaint straight away but if we can’t we will write to you within 3 days to tell you:
If we can’t agree a solution with you within 8 weeks, we will:
Our aim is to resolve all complaints internally. However, if after receiving our final decision letter or if 8 weeks have passed you may have the right to refer your complaint to the Financial Ombudsman Service (FOS). Their contact details are shown below.
If you want the Financial Ombudsman Service to look into your complaint you must contact them within six months of the date of our final response letter.
Or you can telephone them on: 0800 023 4567
Or email them at: firstname.lastname@example.org
Further helpful information can be obtained from visiting the Financial Ombudsman Service web site at www.financial-ombudsman.org.uk
Authorised and regulated by the Financial Conduct Authority No.606303