We take complaints seriously. If you have a complaint, then we would like to hear from you so we can resolve your concerns.
Please email: firstname.lastname@example.org or write to us at:
To make sure we have all the information to investigate your complaint please provide:
- Your contact details, including a daytime phone number
- Your account number
- What your complaint is about
- What you think should have happened
Upon receipt of your correspondence, we will contact you by telephone to see if we can resolve the issue straight away. If we are unable to do that by the end of the following working day, we will email or write to you with a complaint reference number.
We will send you a full response within four weeks of receiving your complaint. If we have been unable to resolve your complaint by then, we will send you a full written update of progress.
Within 8 weeks we will write you with our final response. If your complaint has not been resolved by this time we will explain why and may ask you for more time to complete our investigations.
If we have not been able to resolve your complaint satisfactorily or within 8 weeks, then you can contact the Financial Ombudsman Service within 6 months of our final response.
The Financial Ombudsman Service is an independent organisation who aim to resolve disputes between consumers and financial institutions. Their services are free of charge to consumers.
You can contact them at:
The Financial Ombudsman Service