Complaints

Complaint Handling Procedure

We take complaints very seriously and deal with any criticisms positively and proactively.

Once we have received your complaint if we cannot immediately resolve this within 24 hours, we will send you a letter confirming this within five working days. This letter will let you know who is dealing with your complaint and how we are going to investigate it.

Although most concerns can be resolved quickly, more detailed enquiries are occasionally needed. If this is likely, we will contact you with an update and give you an expected date of response.

If we are still unable to resolve your complaint after eight weeks, we will write to you explaining why. We will also let you know if you have the right to refer your complaint to the Financial Ombudsman Service at this time if you are not satisfied with our progress, and if appropriate, how you can do so.

Once we have completed our investigations we will send you a letter with:

  • The details and outcome of our investigation
  • Our proposed actions

If you are not satisfied with our response, if you are eligible, you may be able to refer your complaint to the Financial Ombudsman Services. We will advise details of how you can refer your complaint to the Financial Ombudsman Service if you are not satisfied with the decision.