If you’re not completely happy with our service we’d like to hear about it so we can do something to put it right.
We do everything we can to make sure our customers get the best products and service possible. However, sometimes we may not get things right the first time.
When that happens we want you to tell us what went wrong so we can put matters right.
We want to:
make it easy for you to tell us what went wrong;
give your complaint the attention it deserves;
resolve your complaint fairly without delay; and
make sure you are satisfied with how your complaint was resolved.
How & where to complain
If you are not satisfied with any aspect of our service or products you can tell us about your complaint in the following ways:
In person – call into our office at the address shown at the top of the page. We are open Monday to Friday from
10.00am – 5.00pm and from
10.00am – 5.00pm on Saturdays
In writing – write to us at the address overleaf and address your letter to The Customer Complaint Manager.
By Telephone – call us on 01270 586655 during our office hours and ask for the Customer Service Department.
By email – use this email address shown at top of page.
How long will it take?
We aim to resolve your complaint straightaway but if we can’t, then we will write to you within five business days to tell you:
why we have not resolved your complaint;
who is dealing with your complaint; and
when we will contact you again.
We will aim to resolve your complaint quickly but it may take longer if its complex.
We will keep you informed on a regular basis but if you need an update please call us on 01270 586655 and ask to speak to the person handling your complaint.
If we cannot reach an agreement with you
If we can’t agree a solution with you within eight weeks, we will:
Send a letter giving our reasons for the delay and an indication of when we expect to provide a final decision.
Issue a final decision letter which will explain our final position.
The Financial Ombudsman Service
Our aim is to resolve all complaints internally. However if after receiving our final decision letter, or if eight weeks have passed, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS). Their contact details are shown below.
Please note: Only complaints relating to the sale of financial services should be referred to FOS
Financial Ombudsman Service
If you would like the financial ombudsman service to look into your complaint you must contact within six months of the date of our final response letter.