Complaints Policy



Step-by-step complaints procedure

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:

  • Make it easy for you to tell us what went wrong;
  • Give your complaint the attention it deserves;
  • Resolve your complaint fairly without delay; and
  • Make sure you are satisfied with how your complaint was resolved.

How & where to complain

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

How long will it take?

If we can’t agree a solution with you within eight weeks, we will:

  • Send a letter giving our reasons for the delay and an indication of when we expect to provide a final decision.
  • Issue our final decision letter which will explain our final position.

The Ombudsman Service

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

Dispute Ombudsman Service

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:

Further information can be obtained from the Financial Ombudsman Service’s website at