Many complaints can be resolved within a few days of receipt
If we can resolve your complaint to your satisfaction within the first few days of receipt, we will do so. Otherwise, we will keep you updated with progress and will provide you with our decision as quickly as possible.
Next steps if you are still unhappy
If you are not happy with the outcome of your complaint, you may be able to ask the Financial Ombudsman Service to review your case.
We will let you know if we believe the ombudsman service can consider your complaint when we provide you with our decision. The service they provide is free and impartial, but you would need to contact them within 6 months of the date of our decision.
More information about the ombudsman and the type of complaints they can review is available via their website www.financial-ombudsman.org.uk.
You can also contact them as follows:
Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Telephone: 08000 234 567 (free on mobile phones and landlines)
If the Financial Ombudsman Service is unable to consider your complaint, you may wish to obtain advice from the Citizens Advice Bureau or seek legal advice.
You can also use the online European Online Dispute Resolution platform to provide details of your complaint, which will then be forwarded to the Financial Ombudsman Service. Please click here to access the platform.