Complaints

We will investigate every complaint and want to resolve your complaint straightaway and in the majority of cases, the first person you speak to will usually be able to resolve your concerns. After which you will receive a written confirmation of the resolution of your complaint.

If we’ve not been able to resolve your complaint by the end of the third business day after receipt, we’ll write to you to acknowledge your complaint.

We will keep you up to date while we are investigating your complaint, until we provide you with a final response within 8 weeks (56 days). This will provide you with details of our findings and conclusion, which we hope will resolve the complaint to your satisfaction.

In the rare case we take longer than 8 weeks to resolve your complaint. For regulated accounts we will let you know that you can now refer your complaint to the Financial Ombudsman Service if you prefer not to wait for us to complete our investigation.

If you are unhappy with our final response to your complaint. For regulated accounts you can ask the Financial Ombudsman Service to review your complaint.