We always try to do everything we can to make sure you receive the best possible service. We know that sometimes we don’t always get things right the first time. If you’re not completely happy about anything, we’d like to hear about it straight away, so we can try to put it right for you and improve our service.
We take complaints seriously. If you want to make a complaint – whatever it’s about – we’ll give it our full attention and we’ll make sure it’s dealt with by someone with the right knowledge and experience.
Our undertaking to you
When we receive a complaint from you, we will take the following steps towards resolving your complaint:
- Within 5 working days
We will formally acknowledge your complaint in writing or by online secure message — Nutmail. If we have still not been able to reach a conclusion within this time we will explain why, and let you know when we expect to be able to reach a conclusion. We’ll also let you know who will be investigating your complaint, so you know who is dealing with it. This may be longer than 5 working days if your request begins as an investigation but is later escalated to a complaint.
If we’re unable to resolve your complaint, you may be eligible to take this on to the Financial Ombudsman Service — FOS — see below. We’ll let you know at this stage whether your complaint is eligible for the FOS.
- Within 4 weeks of receipt of your complaint
We will provide you with an update of the action we are taking, including any advice given to us, as a means towards resolving the complaint. If we have reached a conclusion within this time, we’ll let you have our final response in writing or by online secure message — Nutmail.
- Within a further 4 weeks — 8 weeks from receipt of your original complaint
We will write to you with our final response containing our explanations and any offer for redress if applicable or if the investigation into your complaint is on-going then to let you know when we think the final response will be sent to you. If your complaint is eligible to be referred to the FOS and you have not received a reply from us that is satisfactory to you within 8 weeks, then you are entitled to refer the matter to the FOS. If you feel our final letter is not satisfactory you must let us know and we will provide you with a formal letter of deadlock.
Our complaints officer
2nd Floor - Vox Studios,
1‐45 Durham Street,
London, SE11 5JH
Registered office is:
5 New Street Square,
London, EC4A 3TW
The Financial Ombudsman Service (FOS)
The FOS is an independent organisation that exists to resolve disputes between customers and financial firms that have been unable to resolve between themselves.
If we haven’t been able to resolve your complaint within eight weeks, or you’re not satisfied with the resolution you can refer your complaint to the FOS.
You will remain entitled to refer your complaint to the FOS for 6 months following the date our final response was sent to you.
The FOS will only adjudicate complaints from private individuals or businesses whose annual turnover is less than €2m.
Please note that the FOS will not investigate a complaint where you have not already raised a complaint with us first.
Further information may be obtained from:
The Financial Ombudsman Service
London E14 9SR
An alternative online method of accessing the FOS — see below — is available for customers who are resident in the European Union and applied for goods and services online. If you choose to submit your complaint in this manner, it will be forwarded to the FOS. Although you’re free to use this method to submit your complaint, we would recommend that you go direct to the FOS using the details above to save you time in having your complaint reviewed, as it will be received and actioned directly by the FOS.