Making a complaint

Clear sky

How to Complain

Your experience matters deeply to us. It’s at the heart of everything we do, and a big part of who we are is how we treat you. If something hasn’t gone quite right, we’re here to listen and do our best to fix it quickly. You can reach us in any of the following ways: 

Please include: 

  • Your full name, address and account number 
  • As much as you can about your complaint 
  • What has gone wrong 
  • How we can make this right 

Once we get your complaint, we’ll send you a written acknowledgement within 3 working days. 

Our complaint process:

When we receive your complaint, we’ll conduct a thorough investigation. As a part of this investigation, we will:

  • Provide written confirmation of the timeline for resolution
  • Where appropriate, discuss your complaint with you to further understand what went wrong
  • Issue you a Final Resolution Letter (FRL) to the complaint as soon as possible, within 56 days, which will include your escalation rights

If the investigation is particularly complex and we need longer than 4 weeks to resolve, we’ll let you know in writing. In the event that this is the case, we’ll keep you updated on progress. We always aim to send a final response within 8 weeks.

How to refer to the Financial Ombudsman Service (FOS)

If you’re unhappy with our decision as part of the FRL and want to escalate your complaint to the FOS, you’ll need to do so:

  • Within 6 months of the date we send you our final response or summary resolution letter
  • Within 6 years of the event you’re complaining about – or, if that’s later, within 3 years of when you first realised (or should reasonably have realised) you had a reason to complain

You can contact the Financial Ombudsman Service at:

The Financial Ombudsman Service 

Exchange Tower 

Harbour Exchange 

London E14 9SR 

Phone: 0800 023 4567 

Email: complaint.info@financial-ombudsman.org.uk