Our aim is always to provide an exceptionally high level of service to all of our customers. Where customers are unsatisfied, it is important to us that this is dealt with objectively, fairly and as quickly as we are able to.
The following procedure explains how we deal with complaints, our commitments to you and what action to take if you think your complaint has not been resolved to your satisfaction.
If you have a complaint about any aspect of our service, then we would like to hear from you. Please use the below details to let us know –
T: 0161 974 6645
We kindly ask, so we can look into your complaint as quickly as possible, you include as much detail as you can, however if we are missing anything we will be in touch. You will receive an acknowledgement of your complaint within 2 days.
If we are able to investigate and resolve your complaint within 3 days, you will receive a summary resolution response from ourselves, which will detail our outcome and findings. In the event our investigations take longer than 3 days, we will issue you a Final Response within the 8-week timescale. Whilst we try to close any complaint within 21days, we do need to make you aware we do have this time. Our final response will include detailed information of your complaint, our investigation and the resolution we have come to.
If you are not satisfied with our Final Response or the handling of your complaint within the 8-week time frame, you can contact the Financial Ombudsman service using the details below. You must do this within six months of our final response.
T: 0800 023 4567
P: Exchange Tower, Harbour Exchange, London, E14 9SR