We're here to help and support you.

We aim to provide the highest quality service at all times but know that sometimes things don't always go to plan. Please let us know if we've let you down. We'll move to make things better and improve ourselves.

Here's how you can get in touch with us

Give us a call

Talking over the phone can be the quickest way to tell us how we can help. You can reach us on

0300 037 3737

Our lines are open from 8am - 7pm Monday to Friday and 8am - 4pm on Saturdays.

Online complaint form

Instead of email, you can use our online form to make a complaint. It’s straightforward to use and is available 24/7.

If you have a general question that isn’t a complaint, contact us.

Online complaint form

Write to us

The postal route may take the longest to resolve but we'll aim to have everything sorted within three working days of receiving your letter.

Customer Relations Manager
Churchill Court
Westmoreland Road
Bromley
BR1 1DP

Here's what we do with a complaint

If we receive a complaint, we follow these steps:

Summary of resolution

This is if we've resolved the complaint to your satisfaction within three days of receiving it.

What will it say?

It will let you know your complaint has been resolved and tell you about the Financial Ombudsman Service.

Acknowledgement

This is if we've been unable to resolve the complaint to your satisfaction within three days of receiving it.

What will it say?

It will tell you about our complaint handling process and information about the Financial Ombudsman Service.

Eight-week update

This is if we've been unable to resolve your complaint within eight weeks.

What will it say?

It will tell you why we're not in a position to give you our final response but will give details on when to expect it. We'll also let you know about your right to contact the Financial Ombudsman Service.

Final response

This is if we've been unable to resolve your complaint within three working days and we've completed our investigations. We'll send this as soon as possible.

What will it say?

It will be a detailed response which will outline:

  • Our investigation.
  • The decision.
  • Next steps (if relevant)

It'll also give you information about the Financial Ombudsman Service.

We're regulated by the Financial Conduct Authority (FCA) (opens in new window). We'll only follow the four steps above, if the FCA agree your problem meets their definition of a complaint. Each step will also give you further information about the Financial Ombudsman Service (opens in new window).

Independent review

This is if we don't complete our investigations within eight weeks of receiving your complaint, or if you're unhappy with our response. You may then ask the Financial Ombudsman Service to look at your complaint. This is a free and independent service, and if you decide to contact them it must be within six months of our response letter.

Referring your case to the Financial Ombudsman Service will not affect your legal rights.

You can contact them by:

Email:
complaint.info@financial-ombudsman.org.uk

Telephone:
UK: 0300 123 9123 or 0800 023 4567
Abroad: +44 20 7964 0500

In writing:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Their website also has some very useful information: www.financial-ombudsman.org.uk (opens in new window).