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FAQs
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Customer service
Opening times
Monday – Friday: 9am – 5pm
Saturday, Sunday & Public Holidays: closed
Opening times
Monday – Friday: 9am – 5pm
Saturday, Sunday & Public Holidays: closed
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How to raise a complaint with us
We aim to make sure all aspects of your plan with us are dealt with promptly and fairly. However, if we’ve not met your expectations, then you are able to complain. In the first instance, you can contact us by post, email or phone, using the details below.
Email Us
Complaint response times
Where we are unable to resolve your complaint by the end of the third working day after receipt, you can expect the following from us:
- We’ll acknowledge your complaint in writing within 5 working days and let you know who’s handling it.
- If your complaint is not resolved within 4 weeks, we will issue you with a letter to update you on it’s progress. Some cases may take longer to resolve if we need information from other organisations.
- Our goal is to ensure that you receive a final response letter within 8 weeks of receipt of your complaint. This letter should clarify the final position in relation to your complaint and any actions agreed going forward.
- If we are still unable to provide you with a final response at this stage, we will write to you explaining why, and advise when you can expect a final response. At this point you can refer your complaint to The Financial Ombudsman Service.
Taking complaints further
If, after you have received our response, you are dissatisfied you may be able to refer it up to the Financial Ombudsman Service.
You can write to them at: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
More information on the Financial Ombudsman Service can be found at
(free from landlines)
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