If you’re not completely happy with our service we’d like to hear about it so we can do something to put it right.
We do everything we can to make sure our customers get the best products and service possible. However, sometimes we may not get things right the first time.
When that happens we want you to tell us what went wrong so we can put matters right.
We want to:
If you are not satisfied with any aspect of our service or products you can tell us about your complaint in the following ways:
In person – call into our office at the address shown on or site. We are open Monday to Friday from 10.00am – 5.00pm and from 10.00am – 5.00pm on Saturdays.
In writing – write to us at the address overleaf and address your letter to The Customer Complaint Manager.
By telephone – call us 01708 227777 during our office hours and ask for the Customer Services Department
By email – use the email address shown overleaf
If we can’t agree a solution with you within eight weeks, we will:
Our aim is to resolve all complaints internally. However if after receiving our final decision letter, or if eight weeks have passed, you may have the right to refer your complaint to the Ombudsman Service. Their contact details are shown below
If you would like the Ombudsman Service to look into your complaint you must contact them within six months of the date of our final response letter.
Premier House,
First Floor, 1-5 Argyle Way,
Stevenage, SG1 2AD
Or you can telephone on: 0333 241 3209
Or email: info@disputeresolutionombudsman.org
Further information can be obtained from the Financial Ombudsman Service’s website at www.disputeresolutionombudsman.org
