We aim to get things right. If we fall short, we want to hear about it, and we will deal with your complaint promptly, fairly and free of charge. This page explains how.
You can complain in whichever way suits you:
It helps if you include your name, your contact details, any reference we have given you, and what has gone wrong. You do not need to use any special form of words, and you can ask someone else to complain on your behalf with your authority.
We will acknowledge your complaint promptly, normally within five business days, and tell you who is handling it.
Your complaint will be investigated competently, diligently and impartially by someone with the authority to settle it, who will review the file and anything you have sent us.
We will send you a final response setting out our findings, our decision and the reasons for it. Where we uphold your complaint, we will tell you what we will do to put things right.
We will send our final response as soon as possible and in any event within eight weeks of receiving your complaint. If we cannot resolve it within eight weeks, we will write to explain why and tell you when we expect to respond, and of your right to go to the Financial Ombudsman Service at that point.
If you are unhappy with our final response, or more than eight weeks have passed since you complained, you can refer your complaint to the Financial Ombudsman Service. It is an independent body that resolves disputes between consumers and regulated firms, and its service is free to use. You normally need to refer your complaint within six months of the date of our final response.
If your complaint is about the firm your claim concerns, rather than about our service, we will tell you and, where we are acting for you, we can raise it with that firm as part of your case. You always retain the right to complain to that firm directly, for free.