We will try to resolve your complaint within three business days of receipt. If this is achieved we will write to you, by email or letter as appropriate, to confirm that your complaint has been resolved and to explain your next steps. If it is not resolved, we will acknowledge your complaint in writing within 5 working days of receipt.
We aim to resolve complaints within 4 weeks. If we are not able to do so, we will always write to you explaining what is happening and when we expect to resolve your complaint. Once an assessment and full investigation of your concerns have been made, we will send you a final response letter within eight weeks.
If you still remain dissatisfied with our final response or eight weeks have passed since you first let us know about your concerns, you can ask the Financial Ombudsman Service to review your complaint.
The Financial Ombudsman Service provides a free independent service for customers to solve disputes with financial companies. They will only deal with your complaint if you have given us the opportunity to resolve the situation first, so please contact us and we will do all we can to help you.
Contacting the Financial Ombudsman Service (FOS).
Post: The Financial Ombudsman Service, Exchange Tower, LONDON, E14 9SR
Phone: 0845 080 1800