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Complaints procedure

Please contact us:


Please remember to provide us with the following details:

  1. Your name and address

  2. Email address

  3. A description of your complaint, including any supporting documentation

  4. What we can do to put things right.

How long will it take?


We will acknowledge and aim to resolve your complaint as soon as possible, in most cases this will be within 10 working days. If your complaint is complicated it may take longer, but we will keep you updated about our progress regularly and let you know if we require further information from you.

We’ll send you our final response within 8 weeks. If we can’t respond in this time, we will make you aware of the delay providing an indication of when to expect our response.

If you are unhappy with the progress of your complaint at this point, you can refer it to the Financial Ombudsman Service.

Where to go if you’re still not happy:


If you’re unhappy with our final response, you may contact: Financial Ombudsman Service (FOS)

If you want the FOS to consider your complaint, you must send your complaint to them within 6 months of the date of our final response.

Their contact details are:

The Financial Ombudsman Service
Exchange Tower
E14 9SR

Telephone: 0800 023 4567.


Further information about the FOS can be found on their website at 

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