guidance - how to make a complaint
It is our intention to provide you with the best service possible, but there may be occasions when you feel we have not done so. If this should happen, please tell us so that we may do our best to rectify the situation.
You may contact the Complaints Manager, either in writing at:
The Complaints Manager
Old Broad Street
Or by telephoning 0845 3456 078
If we are unable to immediately resolve your complaint, we will acknowledge your complaint in writing within one working day of receipt and will endeavour to resolve it within six weeks.
If the Complaints Manager is unable to satisfactorily resolve your complaint you may escalate it by writing to the Managing Director at the address above. We will endeavour to issue a ‘final response’ letter within eight weeks of notification of your complaint, but will write to you with an explanation if we are unable to do so.
If we are unable to settle your complaint, and following our ‘final response’ letter, you may be able to refer it to the Financial Ombudsman Service (FOS).
The FOS can be contacted at:
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
Or by telephoning 0845 080 1800