Complaints procedure

Our Service

It is our intention to provide you with a high level of customer service at all times. However we do realise that mistakes and misunderstandings sometimes happen. If you are not satisfied with our service we would like to know about it as soon as possible. We value the opportunity to investigate concerns you may have and are committed to handling complaints fairly, thoroughly and promptly.

How to make a complaint

If you have reason to complain you can provide us with details by using any of the following methods:

  • Phone and ask to speak to the manager of the appropriate department or branch
  • Write or fax to the address shown on your welcome letter or renewal letter
  • Send us details by email to

How we will respond

We take all complaints seriously and aim to resolve all our customers’ problems promptly.

  • We will aim to resolve your complaint by the close of business on the third working day after it is received.
  • If that is not possible, within five working days of receipt of your complaint, we will send written acknowledgement and confirm who is dealing with your complaint.
  • Once an assessment and full investigation of your complaint has been completed, we will respond with a decision within five working days.
  • If we need more time to complete our review, we will provide you with an expected date of response and provide an update within four weeks.
  • If we are unable to issue a final response at this stage, we will explain why and confirm our decision with 8 weeks of your complaint submission.
  • In exceptional circumstances we may be unable to finalise a complaint within this time. If so, we will write to you advising the reason for the delay and when we expect to issue a final response. If you are not satisfied with the delay, the Financial Ombudsman Service will be able to accept a direct referral.

How we will deal with your complaint

  • Your complaint will be dealt with by a manager in the appropriate department
  • If we have completed our investigation of your complaint and you remain dissatisfied following our response, you may refer your complaint to the Financial Ombudsman Service.

Financial Ombudsman Service

The Financial Ombudsman Service provides an independent service that can investigate complaints against financial firms. They will consider a complaint if you have given us the opportunity to resolve the matter and normally only cases that are referred to them within six months of the date of our response. Further information is available on the Financial Ombudsman Service website.

Financial Ombudsman Service
Exchange Tower
E14 9SR
Phone: 0800 023 4567 (Calls to this number are free from mobile phones and from a landlines)
Phone: 0300 123 9123 (Calls to this number cost no more than calls to 01 and 02 numbers)

Information Commissioner's Office

If your complaint is about our processing of your personal information, you are entitled to refer your complaint to the Information Commissioner’s Office (ICO) at any time. Further information is available on the Information Commissioner’s Office website.