Customer Complaints

Complaints procedure

It is our aim to provide a very high standard of service to every customer. If you are unhappy for any reason, we welcome your feedback and the opportunity to put things right. We aim to resolve complaints as quickly as possible and to the complete satisfaction of our customers.

If you have a complaint

You can contact us by telephone or in writing:

To help us investigate quickly, please provide:

• Your full name, address and daytime telephone number.
• Full details of your complaint.
• Your account details and relevant policy numbers.
• What you would like us to do to put things right.
• Copies of any relevant paperwork.

We will try to resolve your complaint within three working days. If we cannot, we will acknowledge it in writing within five working days and provide details of the person dealing with it.

We may ask for further information. Once our investigation is complete, we will explain our findings and, where appropriate, how we will put things right. If we cannot send a final response within four weeks, we will explain the delay. If we cannot provide a final response within eight weeks, we will confirm this in writing and explain your right to refer the matter to the Financial Ombudsman Service.

If you are not satisfied with our final response

You have the right to complain to the Financial Ombudsman Service within six months of our final response.