When can I expect a response?
You can expect a response, in writing, within 5 working days of receipt. We endeavour to resolve
your complaint as quickly as possible. If a complaint is relatively complicated, it may take longer to
investigate and fully resolve. If this is the case, we will continue to update you on the progress of
your complaint and you will receive a final response from us, no later than 2 months from the date
you first submitted your complaint.
If we cannot resolve your complaint within this time, we will notify you of this delay and when to
expect a resolution.
What if I’m still unsatisfied?
If you are unsatisfied with the rate of progress of your complaint, or you are unhappy with the
outcome of your complaint, you may refer it to the Financial Ombudsman Service (FOS). The FOS will
investigate your complaint, provided that you have given us ample opportunity to resolve it. You
must notify us of your complaint before putting it to the FOS.
If we have been given ample opportunity to resolve your complaint and you are still unhappy
with our response, you may refer your complaint to the FOS within 6 months of our final
- The Financial Ombudsman Service
- Exchange Tower
- E14 9SR
- Tel: 0300 1239 123 or 0800 023 4 567
- Email: email@example.com
More information regarding complaints can be found here.