Customer Internal Complaints Procedure

We aim to provide you with the highest standards of service. However, there may be occasions when our service falls short of your expectations.

These guidelines have been produced as an easy guide on how we will deal with your complaint, in the event that our service falls short of your expectations. To ensure your maximum protection our complaints process has been designed to meet the requirements of the Financial Services Authority and the Financial Ombudsman Service.

1. We Can Help

Your initial concerns should be addressed to:

If you prefer you may telephone our Customer Contact Centre on 0845 602 0750*.

• We will acknowledge your complaint within 5 business days of receipt and a member of our Customer Response Team will investigate your concerns.
• Your concerns will be fully investigated and in most cases you will receive a response within 4 weeks of us initially receiving your complaint.  However, in the unlikely event that we are unable to provide a response within 4 weeks, we will write to you with an update, explaining the reasons for the delay, along with details of when you can expect to receive our response.
• Following this we will write to you again with our findings.
• Should you indicate to us that you remain dissatisfied following receipt of our response, the matter will be investigated further and you will be provided with our Final Response.
• If you still remain dissatisfied or in the unlikely event of us not issuing our Final Response within 8 weeks, you have the option to refer the matter to the Financial Ombudsman Service.

2. What happens next?

We are committed to ensuring all complaints are fully and fairly addressed. Should you remain dissatisfied, following the completion of our review, you have the option to refer the matter to the Financial Ombudsman Service at:

• You should refer the matter to the Ombudsman as soon as possible after our final response, but this must be within 6 months of the date of our final response.

Please note

You will need to complete our Internal Complaints Procedure before you can refer your concerns to the Ombudsman.

* To help maintain service and quality, some telephone calls may be recorded and monitored.