If you are not satisfied with any aspect of our service, we would like you to tell us your concerns and give us the opportunity to put matters right for you and to improve our service for everybody.
We will do our best to resolve your complaint by the end of the next business day after receipt. If we cannot do this, we will send you a prompt written acknowledgement of your complaint telling you who is dealing with it and next steps.
We will send you our final response within eight weeks of receiving your complaint. If we cannot send you a final response by then, we will keep you informed and let you know when. If you remain dissatisfied, our letter will explain that you have ultimate recourse to the Financial Ombudsman Service if you wish to request an independent review.
In our final response to you we will provide details on how to contact the Financial Ombudsman to assist you if you decide to pursue this further course of action. You should contact the Financial Ombudsman Service within six months of receiving our final response.
The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR
Tel: 020 7964 1000
Tel: 0845 080 1800
Fax: 020 7964 1001