Complaints Policy

We will always do our best to provide a great service,  but if you do have a reason to complain, we will do our utmost to resolve the problem. In order for us to do this in a quick and efficient way, the following information is required:

  • Your full name and address
  • The name of your business
  • Details of the product and applicable reference numbers
  • Full details of your complaint, including dates where available
  • Contact details

 

What you can expect

We want you to feel satisfied with the outcome of your complaint and that we have handled it in a fair and efficient manner. If the complaint cannot be resolved immediately, we will acknowledge receipt of your complaint before investigating the issues in full. We aim to resolve all complaints in writing within 10 working days. If we are unable to resolve the issue within 10 working days we will advice you of the reason for the delay and keep you updated on our progress.

If you are not happy with our response you can refer the matter to the Financial Ombudsman service: www.financial-ombudsman.org.uk