Complaints Procedure

We are committed to providing a high standard of service. If something has gone wrong, we want to hear about it so we can put it right. This page explains how to raise a concern and what you can expect from us.

How to make a complaint

If you are unhappy with any aspect of the service you have received, please contact us in whichever way is most convenient for you:

To help us deal with your complaint as quickly as possible, please include your name, the best way to contact you, and a clear description of what has gone wrong and how you would like it resolved.

What happens next

We take all complaints seriously and will handle yours promptly, fairly, and confidentially. We will:

• Acknowledge your complaint promptly after we receive it
• Investigate the matter thoroughly and impartially
• Keep you informed of our progress
• Provide a clear written response setting out our findings and any action we propose

If you remain unhappy

Where your complaint concerns regulated advice and you are not satisfied with the final response, or if eight weeks have passed since you first raised it without resolution, you may be entitled to refer your complaint to the Financial Ombudsman Service. The Ombudsman is a free, independent service for settling disputes between financial businesses and their customers.

Referring your complaint to the Financial Ombudsman Service will not affect your legal rights. Full details of who is able to refer a complaint and the time limits that apply will be provided in the final response you receive in relation to regulated advice.

Complaints about data protection

If your complaint relates to how we have handled your personal data, you may also raise it with the Information Commissioner's Office (ICO) at ico.org.uk or on 0303 123 1113. We would, however, appreciate the chance to address your concerns first.

Contact us

We would always rather hear from you and have the opportunity to put things right. Please don't hesitate to get in touch.