We're sorry we've given you reason to complain, but please get in touch and we'll look into this for you.
Phone: We're sorry you wish to complain, but we're happy to talk on the phone and raise a complaint. Please call us on +44(0)20 4525 4187
Post: If you'd prefer, you can send us your complaint in writing and send to us:
192 Campden Hill Road
What happens after I make a complaint?
• email you an Acknowledgement Letter that we received your complaint
• ask for any extra information, if we need it
• investigate your case and your concerns
• email you to explain what actions we took and why
We will look into your case as quickly as possible send you a 'final response' within 15 business days. In exceptional circumstances, if we cannot send you a 'final response' within 15 business days, then a 'holding response' will be issued instead within the same 15 business days.
The 'holding response' will indicate the reasons for the delay and highlight an extension to the 'final response' will be sent within 35 businesses days from when the complaint was first registered.
If you are not happy with our 'final response', you have the right to refer your complaint to your ombudsman, free of charge.
How to get in touch with your ombudsman
UK: The Financial Ombudsman
Financial Ombudsman Service
Phone: You can call the Ombudsman on 0800 023 4567 or 0300 123 9123.
Website: Visit the Ombudsman's website for more information: financial-ombudsman.org.uk.
European Economic Area (European Union member states, plus Iceland, Liechtenstein and Norway)
North Gate II
Boulevard du Roi Albert II, n°8, bte. 2,
1000 Brussels, Belgium
Phone: + 32 2 545 77 70 (available on weekdays in the morning only for general information)