Complaints procedure
What information do I need to provide when I make a complaint?
Our aim is to resolve your complaint as quickly as possible. To help us do this, please provide the following:
• A description of your concern.
• What you would like us to do to put things right.
• Your name and address.
• A phone number and the best time to contact you.
What happens after I’ve made a complaint?
Our Customer Care Team will investigate your complaint competently, diligently and impartially.
We’ll fairly, consistently and promptly assess:
• The nature of your complaint.
• Whether any third party is involved in the complaint.
• How we should resolve the complaint.
• Whether the complaint should be upheld and whether any redress should be paid to you.
When considering the complaint, we will take into account all of the available evidence, as well as the circumstances of your complaint. We will also take into account any guidance published by the Financial Ombudsman Service, as well as any relevant laws or regulation.
How will we resolve your complaint?
Upon receiving your complaint, we will acknowledge receipt within three working days and send you a written or electronic communication to inform you of your unique reference number and how we plan to investigate your complaint.
During the course of our investigation we may need to obtain further information from you or any third party involved in the complaint. In order to deal with your complaint promptly and thoroughly we ask that you assist us as much as possible with our assessment, your prompt attention would be gratefully appreciated.
We will keep in touch while we’re looking into your complaint and we will be happy to answer any queries you may have about how we are progressing.
If the complaint isn’t resolved after 8 weeks we’ll send you a written or electronic response with either our Final Response or to explain why we’ve not been able to complete our investigation.
If we haven’t been able to finalise our investigation within 8 weeks, we’ll also give you an indication of when we expect to be able to provide you with a Final Response. You’ll also receive a copy of the Ombudsman’s explanatory leaflet, setting out further details of the service they provide and how to refer your complaint to them.
