Our Complaints Process

Complaints Summary

No one likes complaints but bottled up they solve nothing. Reach out to us to help us resolve any grievances.

We always aim to provide an excellent service, but when that doesn't happen, we want to know why. You can raise issues with your case handler directly. If you feel your issue is more of a complaint than a comment, please reach out to us.

You can email [email protected]

We will then independently investigate the issues that you have raised and advise you of our findings. Should you be unhappy with the resolution to your complaint, you may contact the Financial Ombudsman Service.

What will happen after we receive your complaint?

We will investigate your complaint and unless we can resolve it to your satisfaction within three business days of receipt. We will deal with the complaint as follows:

A written acknowledgement will be sent to you within a maximum of five business days of receipt of your complaint. This will include the complaints managers name and contact who is handling your complaint.

We will investigate your complaint as a matter of urgency and respond at the earliest opportunity. Within four weeks of receipting your complaint, we will send a "final response" or an explanation as to why we are not yet in a position to resolve your complaint.

What if you are not satisfied with our response?

If you are not satisfied with our final response to your complaint, or if we are unable to resolve your complaint within eight weeks. You have the right to refer your complaint to the Financial Ombudsman Service.

Please note that complaints should always first be made to us directly with time to resolve them, giving you our "final response". Otherwise, the Ombudsman can not handle your case.

Also, you must complain to the Financial Ombudsman within six months of our "final response" to you.