Sometimes things go wrong despite our best efforts. When they do, we want to know about it so that we can put it right and stop it from happening again.
We welcome your feedback and we are easy to contact:
(t) 020 3003 6160
You can also write to our Compliance Officer at:
Ellipse, 5th Floor, 15 Bermondsey Square, London SE1 3UN
We will always try to resolve the complaint to your satisfaction. If this can’t be done straight away, we will investigate the matter further and keep you informed.
We acknowledge all complaints in writing. This will tell you who is investigating the matter, how to contact them and when you can expect the investigation to be completed.
We will keep you informed of the progress of the investigation and indicate when you can expect the complaint to be resolved.
Once we have completed our investigation, we will write to tell you whether or not we will uphold your complaint. If you are unhappy with the outcome of your complaint, we will advise you, if you are eligible, to refer your complaint to the Financial Ombudsman Service for an Ombudsman to adjudicate.
We will aim to resolve your complaint within eight weeks. If we are unable to do so, we will write to you to explain why we have not yet completed our investigation and when we think we are likely to do so. At this point we will also tell you about your right to refer the matter to the Financial Ombudsman Service.