If you’re not completely happy with our service, please let us know so that we can put it right.
We aim to give our customers the best service possible and to treat customers fairly. If we haven’t got something right we always welcome the opportunity to understand what has gone wrong so that we can put it right.
Our complaints procedure is designed to:
- Make it easy for you to tell us about your complaint
- Ensure we fully understand and investigate what went wrong
- Resolve your complaint fairly and quickly
- Ensure you are happy with the outcome
How to complain
For the quickest response complaints are best made by email to [email protected]. Alternatively you can write to us at 66 Prescot Street, London, E1 8NN
How long will it take?
We aim to acknowledge complaints on the day of receipt and resolve complaints within 5 working days (or 3 working days if urgent). If we can’t do this, we’ll write to you within that period to explain why and let you know when you can expect a full response. We will contact you regularly until your complaint has been resolved.
If we haven’t issued our response within eight weeks from the date you first raised your complaint, or if you’re dissatisfied with our response, you can ask the Financial Ombudsman Service for an independent review.
Contact details for the Financial Ombudsman Service:
Financial Ombudsman Service
Tel: 0800 023 4567
Email: [email protected]