Complaints
We shall answer your complaint as quickly as possible and aim to respond to your complaint within three working days with either a full reply or an acknowledgement.
We shall aim to return to you with our resolution within two weeks of your initial complaint.
If after following the procedures set out above, your complaint has not been resolved to your satisfaction, and you are an eligible complainant you may have the right to refer the matter to the Financial Ombudsman, at the following address:
In writing to: Financial Ombudsman Service, Exchange Tower, Harbour Exchange, London, E14 9SR
By email to: [email protected]
By telephoning: 0800 023 4567
Financial Ombudsman Service (FOS)
The Financial Ombudsman Service is an independent service in the United Kingdom for settling disputes between consumers and financial services companies, including us. You can find more information about the FOS at www.financial-ombudsman.org.uk, including details of the types of complaints the FOS will be able to consider. If you make a complaint to the FOS, your right to legal action against us is not affected.
We must accept the FOS’ final decision, but you are not bound by it and may take further action if you wish. Your rights as a customer to take legal action remain unaffected by the existence or use of the Complaints Procedure. The Financial Ombudsman Service will not adjudicate on cases where litigation has commenced.
Financial Services Compensation Scheme (FSCS)
We are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme in the unlikely event that we cannot meet our obligations. This depends on the type of business and the circumstances of the claim. More details about the FSCS, including who is eligible, can be found at www.fscs.org.uk
The Financial Services Compensation Scheme,
PO Box 300, Mitcheldean,
GU17 1DY, UK.
Tel: UK +44 (0) 800 678 1100 or
UK +44 (0) 20 7741 4100
Website: www.fscs.org.uk