Complaints Procedure


If you’ve come to us with a question or a problem and we haven’t given you a response you’re happy with, you can submit a formal complaint


You can download our full complaints procedure using the link on the left.

Complaints Procedure

The answers to the most common questions about complaints can be found below however we recommend that you review the full complaints procedure document available above for further detailed information regarding our complaints procedure.

What is a complaint?

We consider any expression of dissatisfaction whether spoken or written, justified or not as a ‘complaint’, whether it is made from or on behalf of an eligible complainant.

You may complain about the company’s provision of, or failure to provide a financial service.

This may include any allegation of financial loss (whether actual, potential or consequential), material loss or material inconvenience.

For example:

  • Unexpected or excessive charges
  • Losing money because of a company’s slow administration
  • Incorrect or misleading information about a product
  • Failure of a company’s to adequately warn about the risks of a product
  • Failure of a company to draw attention to a particularly strict condition in the contract
  • Failure of a company to carry out your instructions
  • Unfairly being offered worse terms than other customers
  • Not being given adequate notice about changes to your contract

We will treat all relevant complaints made by eligible complainants in a fair and consistent manner in accordance with the procedures set out in this document.

Do I have a complaint?

The types of complaint we will investigate include:

  • Poor customer service
  • Unsuitable advice
  • Delay
  • Failure to carry out instructions
  • Overcharging
  • Misleading advertising

How do I complain?

If you wish to make a complaint you may do so in the first instance to us by contacting us on 02920 100417 or by e-mail at If you are unhappy with our response, you can pursue your complaint with the Financial Ombudsman Service which can be contacted by post at Exchange Tower, London E14 9SR, by email at or by telephone on 0800 023 4 567.

Alternatively you may be eligible to seek online dispute resolution via the European Commission whose website may be accessed at

How will my complaint be investigated?

Your complaint will be handled in a fair, consistent and prompt manner. A person of sufficient competence will investigate the complaint and this person will have the appropriate authority to settle complaints (including the offering of redress if necessary) or have access to someone who has such authority.

Responses to all complaints will adequately address the subject matter of the complaint and where the complaint is upheld, appropriate redress will be offered.

How long do I have to wait?

Upon receipt of your complaint we will send you a written acknowledgment within five working days of what we understand your complaint to be.

This acknowledgment will also include the name and job title of the complaint handler and details of the company’s procedures for dealing with complaints.

Within four weeks we must have sent you either our ‘final’ response resolving your complaint or a ‘holding’ response, explaining why we are not yet in a position to make a final response and an indication of when the firm will make further contact.

Within eight weeks we must have sent you a ‘final’ response or if this is not possible, we must give you details of the reason why we are still unable to resolve your complaint, why there has been a delay and when we expect to be in a position to provide a final response.

At this point the company is also obliged to provide you with details of the Financial Ombudsman Service [FOS] (including a copy of the leaflet).

You may refer to FOS if you are dissatisfied at this stage or if you are dissatisfied after the ‘final’ outcome.