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Complaints Procedure

Have A Complaint?

We hope you never need to complain to us. However, in the exceptional circumstance that you do please call us on 0333 305 6880 or send your complaint in writing to You will then be contacted to gather further information, within 48 business hours of receipt of your complaint. If your complaint cannot be resolved immediately, we will advise you of the estimated timescale required to investigate, keeping you informed of progress at all times. Your complaint will only be closed once you have confirmed you are satisfied with the outcome.

In the event of an unresolvable issue you can refer your case to our nominated independent CTSI approved alternative dispute resolution provider, QASSS LTD t/a Dispute Assist and the Dispute Resolution Ombudsman. QASSS Ltd can be contacted at: 11th Floor, 3 Piccadilly Place, Manchester, M1 3BN, 0161 676 0921 or

Financial Ombudsman Service

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You have the right to refer your complaint to the Financial Ombudsman Service, free of charge – but you must do so within six months of the date the final response letter. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.

You can contact The Financial Ombudsman Service by the following methods:
Tel: 0800 023 4567 (free for most people ringing from a fixed line) or 0300 123 9123 (cheaper for those calling using a mobile) or 020 7964 0500 (if calling from abroad)
Address: The Financial Ombudsman Service, Exchange Tower, London E14 9SR