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Our Complaints Procedure

We value the opportunity to investigate any concerns you may have about any aspect of our service
and are committed to handling all complaints fairly, thoroughly and promptly.

Who to contact in the first instance

Many concerns can be resolved straight away therefore in the first instance please get in touch
with your usual contact as they will generally be able to provide you with an immediate response to
your satisfaction.
Contact details will be provided on correspondence that we or our representatives have sent you.

If we cannot resolve your complaint straight away we will aim to resolve your concerns as soon as
possible and we will keep you informed of progress while our enquiries are continuing.

The majority of complaints we receive are resolved within 4 weeks of receipt.

Next steps if you are not happy with the response provided

We are dedicated to our customers and seek to do what is right however sometimes we may not be
able to reach an agreement with you. If this is the case and you remain dissatisfied once you have
received our response to your complaint we will refer your complaint to our Customer Relations Team
for a separate review.
The Customer Relations Team will contact you to let you know they have received your complaint and
when their review is complete they will provide you with a final response on our behalf.

Complaints procedure applying to part M

We will always try to give you a quality service. If you think we have let you down we have internal
complaint handling procedures. A copy of these is available on request.

Please address all complaints to our Chief Executive Officer at our Head Office address.
Our Chief Executive Officer will direct the complaint to the head of the relevant department.

The Financial Ombudsman Service (FOS)
If we are unable to resolve your complaint to your satisfaction within 8 weeks or if you remain
dissatisfied following receipt of our final response letter you can ask the FOS to formally review your
case. You must contact the FOS within 6 months of our final response.

The FOS contact details are as follows:
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR

You can telephone on 0845 080 1800 or e-mail complaint.info@financial-ombudsman.org.uk.
This is a free and impartial service and will not affect your legal rights.

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