1. If for any reason you feel dissatisfied with any aspect of our service, in the first instance you should contact our client services team on: Telephone number 020 3409 3300; or email [email protected].

  2. Where possible we will do our upmost to resolve the matter for you on an informal basis within three business days. Where we consider a complaint to be resolved to your satisfaction within three business days, we will send you a “Resolution Summary Communication”, this will explain our belief that the matter is now resolved and give you the details of how you can refer the matter to the Financial Ombudsman Service should you wish to.

  3. In the event that the matter cannot be resolved informally, we will conduct a form and impartial investigation. We will investigate the complaint with a view to understanding what did or did not happen and to assess whether we have acted fairly within our rights and have met our contractual and other obligations. A full written response will be provided within eight weeks of receiving the complaint. We will keep you regularly updated with the progress of your complaint.

  4. If you do not feel that your complaint has been resolved satisfactorily, you are able to refer your complaint to the Financial Ombudsman Service who may be able to look into the matter on your behalf. The Financial Ombudsman Service is an independent organisation that was established to resolve disputes between financial institutions and their customers.

  5. Any reference to the Financial Ombudsman Service should take place within six months of our final response letter, and you should also note that the Financial Ombudsman Service will not usually consider a complaint until we have had the opportunity to address the complaint.

  6. The full contact details of the Financial Ombudsman Service are:

Address: Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Telephone numbers:

0800 023 4 567 - calls to this number are now free on mobile phones and landlines
0300 123 9 123 - calls to this number cost no more than calls to 01 and 02 numbers

These numbers may not be available from outside the UK – so please call from abroad on
+44 20 7964 1000.

Email: [email protected]