Making a complaint
Our commitment to you, our customer
We constantly strive to provide an excellent service to you, our customer, and we welcome your feedback. We're committed to dealing efficiently and effectively with complaints and we take them all seriously. However, our commitment doesn't stop there. We record, evaluate and analyse our service, so that we learn and improve, to provide a service you deserve.
Definition
A complaint is any expression of dissatisfaction from an external source, whether justified or not.
Complaints procedure
Our process for dealing with a complaint is written in line with regulations laid down by the Financial Services Authority and we do our best to ensure that you’re kept up-to-date with the progress of any complaint, for full details see our complaints procedure.
If you're not satisfied with the outcome of your complaint, you can refer it to the Financial Ombudsman service.
