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Our complaints process
You can register a complaint with us by filling in the form below or calling our customer support team on 0330 094 3333 Monday to Friday (excl. Wednesday) from 9.00am to 5.00pm, and Wednesday 9.30am to 5.00pm. However you contact us, our complaints process is as follows:
We will acknowledge the complaint, and check we understand the issue correctly.
We will try to sort things out quickly. If we can resolve your complaint within three business days we will send you a Summary Resolution Communication, explaining what we have done to sort out the issue. If you are dissatisfied with the resolution, you may be able to refer your complaint to the Financial Ombudsman Service (FOS), and we will provide more information if so.
If it takes longer, we will send a Written Acknowledgement. This will explain what we are doing to address the problem, and when we expect to be able to update you – we will keep you informed of progress.
If the matter is still not resolved after eight weeks (or three weeks for complaints about payment services, such as bank transfers or direct debits), we will explain the reason for the delay and what we are doing to resolve the matter. We will give an indication of when you might receive our Final Response, whether the complaint is reportable to FOS, and your right to contact FOS.
The last stage is the Final Response, which explains whether we have accepted or rejected your complaint and, where the complaint has been rejected, the reasons for doing so. If appropriate, we will describe any redress or remedial action.
If, at this point, you remain dissatisfied with our response, you may be able to complain to the Financial Ombudsman Service, within six months of the date of the Final Response. We will provide a link to the Financial Ombudsman Service's standard explanatory leaflet and their website address.
