Complaints policy

We’re always looking at ways to improve our service, so your feedback is important to us.

You can send us feedback or a complaint by clicking on get in touch and using either live chat or

our online form.

We’ll always take your comments seriously and come back to you as soon as we can.

What we need to know

To help us investigate your complaint fully, we will need the following information from you:

  • The details of your complaint, with as much information as possible
  • Your contact information and the best time of day to reach you
  • What you’d like us to do in order to put things right
  • Your account number or case reference number (if applicable)

If you feel you’ve missed some information out from your initial complaint, just get back in touch quoting your case reference number and any additional detail you’d like us to include.

What we’ll do next

We’ll respond to your complaint as quickly as possible. We’ll try and do this within three working days. If we need any additional information, or if we think it will take us longer, we’ll let you know within five working days.

The Financial Conduct Authority gives us eight weeks to provide a final response to your complaint, but we aim to resolve most complaints well within this timescale.

What​ ​happens​ ​if​ ​you​ ​remain​ ​unhappy?

If you’re unhappy with our decision or the way we have handled your complaint, then you​ ​have​ ​the​ ​right​ ​to​ ​refer​ ​your​ ​complaint​ ​to​ ​the Financial​ ​Ombudsman​ ​Service, ​ ​free​ ​of​ ​charge​ - but​ ​you​ ​must​ do so within six months of receiving our final response.

If you don’t refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.

You can find more information about the Financial Ombudsman Service here:

If you’d like a hard copy of the Financial Ombudsman Leaflet please let us know and we’ll send it to you.

You can get in touch with the Financial Ombudsman Service here:

Or you can phone them on 0800 023 4567. Calls to this number are now free on mobile phones and landlines.

If you live outside the UK, or if you prefer not to deal directly with the Financial Ombudsman Service, you may be able to submit a claim through the European Online Dispute Resolution Platform.

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