We’ll do our best to resolve your complaint as quickly as possible. If we can’t do this immediately, we’ll try to acknowledge your complaint within 5 working days of receiving it, and keep you updated on the progress of our investigation.
We aim to resolve any complaint within two weeks. If this isn’t possible, we’ll write to you with an update on the progress of our investigation. Once we’ve resolved your complaint, we’ll confirm everything in writing.
In the unlikely event that we haven’t resolved your complaint within 8 weeks of us receiving it, we’ll write to you and let you know the reasons why. At this point, you can also refer your complaint to the Financial Ombudsman Service.
If you're unhappy with the outcome of your complaint, you can refer the matter to the Financial Ombudsman Service using one of these methods:
The Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Call 0800 023 4567 (free from UK landlines and mobiles) or 0300 123 9123 (Calls to 03 numbers cost no more than a national rate call to an 01 or 02 number from any line - including a mobile - and will count towards any inclusive minutes you’ve got).
Simply log on to www.financial-ombudsman.org.uk
Please note: we are bound by the decision of the Financial Ombudsman Service, but you are not. Following the complaints procedure doesn’t affect your right to take legal action.
Our complaints data
Complaints publication report
Period covered in this report: 1 May 2019- 30 April 2020
Number of complaints opened: 2,869
Number of complaints closed: 2,874
Percentage Closed within 3 days: 22%
Percentage Closed after 3 days but within 8 weeks: 77%
Percentage upheld: 75%
Complaints per 1000 sales: 2.8