We are committed to providing a high quality service to all of our clients. If something goes wrong we need you to tell us about it. This will help us to improve our standards.
If you do have a complaint, you may raise the matter with the person who handles your account with us. They will do their best to address the problem to your satisfaction. It is our experience that most difficulties can be swiftly resolved at this stage.
You may contact us:
Any complaint made by telephone that is not resolved immediately should be followed up in writing.
We will then acknowledge your complaint in writing within 5 working days of receipt, providing the name of the individual handling the complaint. The complaint will then be thoroughly investigated.
Within four weeks of complaint receipt, we will write to you with our final response and confirm any options available to you if you continue to be dissatisfied. However if we are unable to provide you with a final response within this time, we will advise you of the reasons for the delay and timescales within eight weeks of complaint receipt when you can expect further contact from us.
If we are still unable to conclude the matter within eight weeks of complaint receipt, we will provide you with reasons for the further delay and timescales when we will expect to provide our final response and also confirm any alternative options available to you.
If we are unable to settle your complaint with us to your satisfaction, you may be able to refer your complaint to The Financial Services Ombudsman Service.
Further information is available at www.financial-ombudsman.org.uk