What happens next?
- Within five working days of receiving your complaint we’ll acknowledge that we have received and are looking into your complaint, and we’ll let you know when you can expect a response
- We will then conduct a full investigation of your concerns (we may call you for further details)
- We will then provide a final response, providing an explanation of what we have found, what we plan to do as a result and why we made the decision. This will normally be in writing via letter
Unfortunately, complex complaints can take longer to resolve if we need to liaise with 3rd parties etc. If our investigation is likely to take longer than 8 weeks, we will contact you with an update on your complaint - as well as provide you with your escalation options.
We will keep you updated but at any time if you feel there’s additional information that will help us resolve your complaint, you can contact us by phone or email at any time.
What if you’re not happy with the outcome of the complaint?
We pride ourselves on treating our customers fairly and are sorry if any customer is not happy with the decision we make. If you wish to take your complaint further, you can ask the Financial Ombudsman Service to look into it for you.
The Financial Ombudsman is a free, independent service for resolving disputes between customers and financial services institutions. You'll need to contact them within 6 months of our final response letter – you may also need to send them our final response showing our investigation and decision of your complaint.
You can visit the FOS website http://www.financial-ombudsman.org.uk/ or you can contact them via: