Customer Complaints Handling Process

As a customer of our company, you have the right to expect the best possible service and support, so we set ourselves high standards and try to provide the service you have the right to expect. However, things can go wrong and we would rather be told about the occasional difficulty than leave a customer dissatisfied. If you feel that we have fallen short of our standards in any aspect of our business, you should follow our Internal Complaints Handling Process as detailed below.

Initial Stage

Most problems can be resolved by communicating with the staff directly responsible for handling your agreement or product. They will do their best to address the problem to your satisfaction. It is our experience that most difficulties can be resolved at this stage. Please contact us on

Stage 2

If your problem is not resolved to your satisfaction in our initial communications with you, we will commence a formal investigation process. We will write to you to acknowledge your complaint, and let you know who will carry out the investigation. We will carry out a full investigation and aim to get a response to you within four weeks of your complaint.

Final Stage

We will aim to send you a Final Response within eight weeks of your original complaint.

If we are unable to issue this response within this timescale we will write to you explaining why.

If you are still not satisfied with our Final Response you can refer your complaint to the Financial Ombudsman Service. You have the right to refer your complaint to the Financial Ombudsman Service, free of charge. Although there are time limits for referring your complaint to the Ombudsman, we will consent to the Ombudsman considering your complaint even if you refer your complaint outside the time limits.

You can read information regarding the financial ombudsman on their website

Or contact them at

Financial Ombudsman Service

Exchange Tower


E14 9SR

Telephone: 0800 023 4 567 calls to this number are now free on mobile phones and landlines.

Telephone: 0300 123 9 123 calls to this numer cost no more than calls to 01 and 02 numbers.