You can expect us to be prompt, efficient and friendly when dealing with you and any complaints you may have. Our aim is to provide you with a world class, professional and confidential service.

Occasionally things may go wrong, or we may not live up to your (or our expectations). If that happens we’d like to know about it. We are happy to resolve your conerns. If you have a complaint about the service you have received from us let us know.

Please bring your concerns to our attention as soon as possible. The sooner we know about it the sooner that we can resolve it.

We have formal complaints procedures to ensure that your complaint is handled quickly, fairly and efficiently. A leaflet with details of this process is available on request.

Your complaint (whether received by telephone, letter, e-mail or fax) will be looked into by one of our senior managers.

We will tell you if we need information from someone else to help us look into your complaint. Where necessary, we will get your written approval before seeking information for others in connection with your complaint.

For further information, or to make a complaint, please use the Contact Us page:

If we are unable to resolve your complaint to your satisfaction you may have the right to refer your complaint to the Financial Ombudsman Service. Our staff will assist you with this.

Financial Ombudsman Service
Exchange Tower
E14 9SR
Tel: 0845 080 1800
Web site: