Our complaints procedure
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We aim to reply to you with the results of our investigations as soon as possible. We record your complaint from the date it was received and we’ll always try to keep you updated with our progress. Sometimes things take longer than we’d like. This may happen if we need to gather evidence from a number of places, like from call recordings.
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We may call you to get additional information. Please note our calls will display as a 0330 number on some phones.
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If we are not able to resolve your complaint within three business days, we’ll send you a written acknowledgement within five business days of receiving it. Here, we’ll summarise your complaint so you can check we have understood it correctly.
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Eight weeks after receipt of your complaint, we will either:
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issue a final response letter which will explain our final decision and detail your rights to refer the matter to the Financial Ombudsman Service (FOS) if you wish; or
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write to you to explain why we are still not in a position to issue a final response and when we expect to be able to issue one. If you are not satisfied with the reason for the delay, you can refer your complaint to the Financial Ombudsman Service, and we will provide you with the details to enable you to do so.
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If we think that another company is entirely or partly responsible for causing your complaint, we’ll refer all relevant parts to them so that they can manage it through their own complaints procedure. We’ll make you aware if we do this and will pass your contact details on so that they can speak to you directly.