We strive to always offer a great level of service. However, if we do not deliver the standard of service that you expect or you have a complaint, please email us at firstname.lastname@example.org or write to us at:-
B12 Elmbridge Court
Cheltenham Road East
Telephone: 03330 230 134 (calls to this number are charged at the same rate as 01 or 02 numbers on mobile phone tariffs)
We will usually respond to your complaint within five working days and provide a final response within eight weeks. If you are not happy with our final response, or if we have been unable to resolve your complaint within eight weeks, you may have the right to refer the matter to the Financial Ombudsman Service:
Address: Exchange Tower, London E14 9SR
Tel: 0800 023 4567 (free of charge) or 0300 123 9123 (calls to this number are charged at the same rate as 01 and 02 numbers).
Website address: https://www.financial-ombudsman.org.uk/
Please be aware that complaints must be referred to the Financial Ombudsman within a maximum of six months of our final response to you.
Some of our products are not within the jurisdiction of the Financial Ombudsman Service and this means that the Financial Ombudsman Service may not be able to consider your complaint. If this applies to your complaint you will not be able to ask the Financial Ombudsman Service to review your complaint. However, our Compliance Team will review your complaint if you remain unhappy.
You can also find out more about our complaints process in our complaints leaflet.