We’re here to listen. Share your concerns so we can help make things right.
We pride ourselves on providing high standards of customer service and care. However, we accept that there may be times when we do not achieve these standards or fall short of the standards you expect of us. If this happens, we will make every effort to resolve any outstanding problems quickly and to your satisfaction.
If you do wish to make a complaint, you can do so by:
Your complaint will be investigated by a Complaint Officer with appropriate knowledge and experience and who has not previously been involved in the matter which is the subject of your complaint.
The Complaint Officer will acknowledge receipt of the complaint and provide you with details of our Complaints Procedure.
All complaints will be acknowledged within 5 working days of receipt. Our acknowledgement will:
While we aim to resolve complaints quickly, some complaints may be more complex and/or require the Complaints Officer to obtain information from third parties. If we have not completed our investigation within 4 weeks, we will write to you giving you an update on progress.
We will write to you again If we have not completed our investigation within 8 weeks and confirm that you will have the right to refer the matter to the Financial Ombudsman Service, free of charge, regardless of the fact that we have not completed our investigation.
You can contact the Financial Ombudsman Service at Exchange Tower, London, E14 9SR or telephone them on 0800 023 4567. Further information about the Financial Ombudsman Service can also be found on their website at: www.financial-ombudsman.org.uk
When we have received all the relevant information, your Complaint Officer will assess the complaint and prepare a report for presentation to a Complaints Committee which will include at least two directors of the Company. The Committee will review the investigation and come to a decision on your complaint, after which we will write to you setting out the results of the investigation. We refer to this as our ‘final response letter’.
The final response we send you will explain how we have reached our conclusion and, if applicable set down the terms of any redress or compensation payable, if appropriate. It will also remind you that you can refer the matter to the Financial Ombudsman Service and confirm that any referral must be made within 6 months of the date of our final response letter to you.
If we are able to finalise our investigation into your complaint within 5 business days the acknowledgement would be included as part of our final response to you.