Complaints procedure

There are several ways to make a complaint. You can contact us via email to Upon receipt, we will refer your complaint to the individual/department best equipped to respond to your complaint.

Your complaint will be thoroughly investigated, and we will provide you with the outcome of such investigations as soon as possible (please allow 10-14 working days for a formal written response). Where appropriate, you will receive details of any proposed action to resolve the reported issues.

If you are not happy with our response, and you are an eligible complainant, you can escalate your complaint to the Financial Ombudsman, you must do so within six months of the date of the final response letter.

You can contact them:

• By phone: 0800 023 4567
• By post: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR.
• By Email: