Complaints.
When things go wrong
Making a complaint.
Although we do all we can to ensure we provide a first-class service, sadly from time to time things do go wrong. We want to know when you’re not happy so we can improve the quality of our service and identify possible training needs, and of course we’ll do all we can to resolve your problem.
If you’d like to make a complaint, you can do this through our online form below.
Alternatively, complaints can also be made at any of our branches or agencies, by emailing us at [email protected] or by calling us on 0330 123 0723.
What to do
Our complaints procedure.
We aim to resolve your complaint to your satisfaction as soon as possible and we will keep you informed of any progress on your complaint. We will always fully investigate your complaint and may ask for more information from you.
If your complaint is resolved to your satisfaction by the end of the third working day we will send you a summary resolution communication letter to confirm this.
If we cannot resolve your complaint by the end of the third working day, we will acknowledge your complaint and provide you with contact details of the person dealing with your complaint. We aim to let you know our final response within eight weeks from when you first contacted us about your complaint.
If we are unable to provide a final response within eight weeks we will write to you to explain the reasons why and advise you when you should expect to receive our final response.
If you are unhappy with our resolution
Financial Ombudsman Service.
If for any reason you are unhappy with our final response, or if we haven’t issued a final response within eight weeks from you first raising the complaint, you can ask for an independent review of your complaint by referring the matter to the Financial Ombudsman Service at:
Address: Financial Ombudsman Service, Exchange Tower, London E14 9SR
Website: www.financial-ombudsman.org.uk
Email: [email protected]
Phone: 0800 023 4567 or 0300 123 9123
The Financial Ombudsman Service is a free, independent service for consumers with unresolved complaints about financial services firms.
The Financial Ombudsman Service will usually consider a complaint after the Society has had eight weeks to deal with the case or we have been unable to satisfy your complaint. However if the Ombudsman and the Society consents, the Ombudsman is able to consider complaints made directly to them. The Society may deal with the complaint more quickly than the Ombudsman service itself.
A referral to the Financial Ombudsman must be made within six months of the date of our final response letter, unless specific consent has been given within the final response letter for the complaint to be considered outside the time limits.
You will be provided with full details of the Financial Ombudsman Service with our summary resolution communication, our final response or with our letter to you at eight weeks.
Make a complaint
Complete the form
Simply enter your details and submit a complaint form here.
