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Complaints procedure

How we handle complaints

We aim to always provide products and services of the highest standard. However, we realise there could be times when you may want to complain about an aspect of our work. We take all complaints extremely seriously and do our best to resolve them satisfactorily as quickly as we can. The procedure outlined below applies to all complaints, whether they are received over the phone, by letter, fax, or email.

Acknowledging your complaint
Complaints that need further investigation

Online complaints

If your complaint is about a service or product bought online, you can submit the complaint using the Online Dispute Resolution (ODR) (this will take you to an external website) platform.

Complaints submitted to the platform will be dealt with by approved alternative dispute resolution providers, which in our case would be the Financial Ombudsman Service (this will take you to an external website). The platform will facilitate resolution of the complaint rather than actually resolving them.

Save a copy of our Complaints Procedure

If you'd like a copy of our Complaints Procedure, you can open it as a PDF below, which you can then save or print.

Download our Complaints procedure

Public complaints information

Find out more about complaints that we have received and resolved, and how quickly we resolved them. You can also read our Mutual Respect policy for when making a complaint.