Complaints process

We want you to be happy with your plan and our service, but sometimes we may not live up to the standards we set ourselves. If that happens, please let us know and we will work hard to resolve the situation as quickly as possible. If you are still not satisfied with how we have dealt with things then you can go through our formal complaints process.

If you have a complaint, we will acknowledge it in writing within five working days of receiving it. We aim to resolve all complaints within four weeks, however sometimes this can take longer. If this happens, we will write to you to explain the reason for the delay and provide an indication of when you can expect our decision, along with details of the options available to you.

If you are not satisfied with our final response, you can choose to either refer the matter to our panel of independent arbitrators or the Financial Ombudsman Service.

Financial Ombudsman Service logo

The contact details for the Financial Ombudsman Service are:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Phone: 0800 023 4567 or 0300 123 9 123
Email: complaint.info@financial-ombudsman.org.uk
Web: www.financial-ombudsman.org.uk

Complaining to the Ombudsman will not affect your legal rights. For further information about your legal rights, please contact your solicitor or the Citizens Advice Bureau.