If you have experienced a problem with any part of our service, we will sort this out as quickly and fairly as possible.
Should there ever be an occasion where you need to complain, we will sort this out as quickly and fairly as possible.
3rd Floor Rear, Satila House
109-111 Farringdon Road
London EC1R 3BW
We will try to resolve your complaint within 48 hours. If we are unable to do this, we will write to you within five working days to either:
We will also let you know who is dealing with the matter. We will always aim to resolve your complaint within four weeks of receipt. If we are unable to do this we will give you the reasons for the delay and indicate when we will be able to provide a final response.
If we cannot resolve the differences between us, you may refer your complaint to the Financial Ombudsman Service (FOS). You can ask the Financial Ombudsman Service to review your complaint if for any reason you are still dissatisfied with our final response, or if we have not issued our final response within eight weeks from you first raising the complaint.
You can contact the Financial Ombudsman Service at the address below, however they will only consider your complaint once you've tried to resolve it with us:
The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
Using this complaints procedure will not affect your legal rights.