We take complaints very seriously. If you would like to make a complaint, please call us on 020 3322 9170 or e-mail us from your account and we will be happy to investigate your complaint.
As part of our complaint procedure, we will send you an acknowledgment within 24 business hours and provide you with a final response within 15 working days of acknowledgment.
You also have the right to complain to The Financial Ombudsman Service (“FOS”). The FOS, is a free service to consumers for the impartial resolution of complaints. You may contact the FOS for free and impartial advice at any stage of your complaint.
However, you must have allowed us the opportunity to resolve the complaint within our Internal Complaints Procedure before they will review your complaint.
You can contact the FOS directly by email at firstname.lastname@example.org, by telephone on 0800 0234567, or in writing to The Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London E14 9SR.