As a customer of our company, you have the right to expect the best possible service and support, so we set ourselves high standards and try to provide the service you have the right to expect. If you feel that we have fallen short of our standards in any aspect of our business, you should follow our Internal Complaints Handling Process as detailed below.
Most problems can be resolved by communicating with the staff directly responsible for handling your agreement or product. They will do their best to address the problem to your satisfaction. It is our experience that most difficulties can be resolved at this stage.
If you are not completely satisfied with the service you have received, please contact us by email, and we will do all we can to resolve this.
If your problem is not resolved to your satisfaction in our initial communications with you, we will commence a formal investigation process. You’ll need to outline any issues you have experienced, so that we can understand the full situation and be able to investigate where necessary.
We will write to you to acknowledge your complaint, and let you know who will carry out the investigation. We will carry out a full investigation and aim to get a response to you as quickly as possible, though it may take several weeks to investigate fully.
We will aim to send you a Final Response within eight weeks of your complaint, which should include a complete summary of the complaint, and any steps we have taken to resolve the issue
If we are unable to issue this response within this timescale we will write to you explaining why.
If you are still not satisfied with our Final Response you can refer your complaint to the Financial Ombudsman Service. You have the right to refer your complaint to the Financial Ombudsman Service, free of charge. Although there are time limits for referring your complaint to the Ombudsman, we will consent to the Ombudsman considering your complaint even if you refer your complaint outside the time limits.
You can read information regarding the Financial Ombudsman on their website http://www.financial-ombudsman.org.uk/, or contact them at:
Calls to this number are now free on mobile phones and landlines. You can also call them on 0300 1239123 – calls to this number cost no more than calls to 01 and 02 numbers.