We’re committed to providing our customers with the highest standard of service. If you have a complaint, we want to know! We’ll address the issue as quickly and as fairly as possible.
You can be sure that we will deal with your complaint fairly, courteously and promptly. We will log and investigate your complaint as quickly and efficiently as possible. We will look at all the facts of your complaint and all issues raised on the basis of all the evidence available to us and determine a fair and reasonable outcome.
We may need to ask for more information about your complaint, in which case we will contact you as necessary to request further information.
You have several options to voice your concerns.
Whichever method you choose to make a complaint to us, it is important that provide your phone number so we can reach out to discuss your complaint with you.
Please note: Any correspondence received after 5.30pm will be actioned the following working day.
Please note: any correspondence received after 5.30pm will not be actioned until the next working day.
If you are not satisfied with our initial response to your complaint, we encourage you to contact us to discuss the matter further. You can reach us on 0818 818 700 or by using the contact information provided in your Final Response Letter.
If you remain dissatisfied after contacting us again, you have the option to escalate your complaint to the Financial Services and Pensions Ombudsman (FSPO). They can assist you in resolving your complaint through mediation or through investigation and adjudication. Find out more information about how to make a complaint to the FSPO. You can contact the FSPO by: