Complaints Procedure

How to raise a complaint

Please contact us using the details on our Contact page, marking your message “Complaint” and including a summary of your concern along with the best way to reach you.

What happens next

• We acknowledge complaints promptly.
• We review the details and respond in writing.
• We aim to resolve matters as quickly as possible.

Further steps

If you are not satisfied with our response, you may be able to refer the matter to the Financial Ombudsman Service, depending on the nature of the complaint and whether the activity concerned is a regulated one. Where that right applies to your complaint, we will tell you in our response and explain how to use it.

Complaints relating to a finance product itself should also be raised with the provider of that product, as they are responsible for the agreement and its terms.