It is always our intention to provide an excellent service at all times, but occasionally we may not always get things right the first time.
If you are dissatisfied with the service we provide and wish to let us know, please feel free to email us and our dedicated Customer Services Team will do their best to resolve the issue for you. If they are unable to do so, they will note your concerns and pass the details to the Customer Relations Department for a full investigation.
We will always try to resolve your concerns immediately. However, if we are not able to resolve your complaint within five working days we will write to you and provide you with the following information:
We will ensure that you are kept informed until your complaint has been resolved. If your complaint is particularly complex, it may take longer to resolve. If a resolution has not been reached by the end of eight weeks we will:
Send you a 'Final Response' Letter. This will explain our final position. At this stage, you will also receive a leaflet explaining your referral rights to the Financial Ombudsman Service. For more information please refer to www.financial-ombudsman.org.uk If you are not satisfied.
If you feel that we have not resolved the situation to your satisfaction, please contact the department that handled your concerns. Together, you can then agree on what to do next. If you are still dissatisfied, you can request a review from the Financial Ombudsman service.
They can be contacted by:
The Financial Ombudsman Service,
Telephone: 0800 023 4567. Calls to this number are normally free for people ringing from a "fixed line" phone - but charges may apply if you call from a mobile telephone
Telephone: 0300 123 9123. Calls to this number are charged at the same rate as 01 or 02 numbers on mobile phone tariffs