How do I make a complaint?

If you'd like to make a complaint, please email and we'll look into it for you.

We'll be in touch within 5 business days to try to resolve your complaint.

If we can't do it in this timeframe, please note that we're typically allowed up to 15 days (or in some cases up to 8 weeks) to investigate your complaint and produce what's called a 'final response'.

If you're not happy with our final response, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge – but you have to do this within 6 months of the date of our final response.

How to get in touch with the Financial Ombudsman

- Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR

- Phone: 0800 023 4567 or 0300 123 9123.

- Website:

You can also find an online version of the Ombudsman's consumer leaflet.


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