Complaints Procedure

It is our aim to provide a very high standard of service to every customer. If you are unhappy, for any reason, with the service we provide to you we would welcome your feedback and the opportunity to put things right. It is important to us that all complaints are resolved as quickly as possible and to the complete satisfaction of our customers.

This explains how we will deal with any complaints we receive. It also tells you what you can do if your complaint is not resolved to your satisfaction.

If you have a complaint

If you have a complaint about any aspect of our service then we would like to hear from you. You can contact us by telephone or in writing.

To help us to investigate and resolve your concerns as quickly as possible, you should in the first instance discuss the situation with your Adviser or Processor. It will help us to deal with your complaint quickly if you can provide the following information:

  • your full name and address and a daytime contact telephone number;
  • full details of your complaint;
  • your account details and any policy numbers as relevant;
  • details of what you would like us to do to put things right; and
  • photocopies of any relevant paperwork.

We will try to resolve your complaint within three working days of receipt. If this is achieved we will write to you, by email or letter as appropriate, to confirm that your complaint has been resolved and to explain your next steps. If we are unable to resolve your complaint within this timescale we will acknowledge your complaint in writing within five working days and provide details of the person who will be dealing with your complaint.

We may ask you for further information to allow us to better understand your concerns. Once we have completed our investigation we will tell you our findings and, if appropriate, how we will put things right.

If we are unable to send a final response to your complaint within four weeks we will write to you or telephone you explaining why we have not yet resolved the complaint and indicating when we will contact you further. If your complaint is particularly complicated, we will keep you informed of the progress of our investigations.

If we are unable to provide a final response within eight weeks, we will confirm this in writing and provide a timescale within which you can expect a final response. If, at this time, you are dissatisfied with the delay, you may refer your complaint to the Financial Ombudsman Service.

If you are not satisfied with our final response

The Financial Ombudsman Service

If you are not satisfied with our final response, you have the right to complain to the Financial Ombudsman Service, their contact details are below. You must do this within six months of our final response.

When we send you our final response, we will also provide you with a copy of the Financial Ombudsman Service's explanatory leaflet. Alternatively, you can obtain a copy from:

Financial Ombudsman Service, Exchange Tower, London E14 9SR
Or by Calling: 0800 023 4 567 - calls to this number are now free on mobile phones and landlines
Or 0300 123 9 123 - calls are charged at the same rates as 01/02 numbers on mobile tariffs
Or +44 20 7964 0500 if you are calling from outside the UK

Online Dispute Resolution

If you have applied for your Personal Loan or Credit Card online, and you’re unhappy with the service you’ve received, you are entitled to submit your complaint via the European Online Dispute Resolution platform (ODR platform). You can access the ODR Platform by visiting:

Details on how to contact us can be found here.