If you’ve made a complaint, we'll confirm that we’re looking into your complaint, and we’ll let you know when you can expect a response.
We will always contact you to discuss our final response, providing an explanation of what we have found, what we plan to do as a result and why we made the decision. This may be over the phone, by email or by letter.
We aim to deal with complaints as quickly as possible and no longer than 8 weeks. We’ll keep you updated on our progress, but if you need to contact us please call on 0330 060 1122
If you are still not happy with the outcome of your complaint and would like to take this further, you can ask the Financial Ombudsman Service to look into it for you.
The Financial Ombudsman is a free, independent service for resolving disputes between customers and financial services institutions. You'll need to contact them within 6 months of our final response letter – and they'll ask to see the letter as summary of our investigation of your complaint.
You can call the Financial Ombudsman Service using the below numbers.
From a UK landline: 0800 023 4567
From a UK mobile: 0300 123 9123
Calls to 0800 numbers are free when calling from a UK landline. 03 numbers cost no more than a national rate call and are included in inclusive minutes for mobiles. Charges may apply when calling from abroad.
You can contact the Financial Ombudsman Service (FOS) by email: firstname.lastname@example.org
And/or by visiting their website: www.financial-ombudsman.org.uk