Making a complaint
If you would like to make a complaint, please email us at email@example.com
How we handle complaints
Once we receive your complaint, we will promptly acknowledge it.
We have a maximum time limit of eight weeks to resolve your complaint but we will respond to your complaint as soon as possible.
If we think that we can resolve your complaint within 3 business days, we will propose a resolution and let you know what you can do if you remain unhappy.
If we can’t investigate and assess your complaint within 3 business days, we will keep you informed of our progress.
Once we have completed our investigation we will set out our final response and will include the reasons for our decision. If you are not happy with our final response, you may refer your complaint to the Financial Ombudsman Service.
Financial Ombudsman Service (the FOS)
The Financial Ombudsman Service (or, the FOS), is an independent organisation that resolves disputes between customers (like you) and financial services firms (like us). So, if we were unable to resolve your complaint within eight weeks or if you’re not happy with our final response, you can refer your complaint to the FOS.
You only have six months from the date you receive our final response to be eligible to refer your complaint to the FOS.
The FOS has produced a useful information leaflet which you can access here (http://www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm).
For further information, you can contact the FOS as follow:
The Financial Ombudsman Service, Exchange Tower, London E14 9SR
Tel: 0300 123 9123