We are committed to providing a high standard of customer service. If you are not satisfied with any part of our service, we have procedures in place to deal with your concerns effectively and in the correct way.
If you want to make a complaint, please follow the steps below. Please provide as much relevant information as possible, including your account details, with a summary of your complaint and any action already taken to deal with the issue.
- By email We want to hear about your great experiences but equally, if you’re not happy about something, we want to know so please complete our firstname.lastname@example.org
- You can write to us at 25 Park Lane London W1K 1RA London United Kingdom
- or by phone you can call us on +44 2035191373.
When you call, it helps us if you have your account information handy.
One of our complaint handlers will make sure that your complaint is fully investigated and try to deal with the matter in a way you are satisfied with. We will deal with all complaints promptly and impartially (that is, in a fair and unbiased way).
We will try to resolve your complaint by the close of business on the third business day after receipt of the complaint. If your complaint is resolved within three business days you will receive a ‘summary resolution communication’ from us. The summary resolution communication will be in writing and will:
- tell you that we consider your complaint has been resolved
- give you information about referring your complaint to the Financial Ombudsman Service if you are dissatisfied
If we have not resolved your complaint by the close of business on the third business day after we receive your complaint, we will send you a letter acknowledging your complaint. This letter may also include our final response to your complaint. If we need more time to investigate your complaint, we will keep you informed of the steps we are taking to deal with it.
If your complaint is in relation to a payment service within 5 business days (or in exceptional circumstances by the end of 30 business days) and in all other cases, within 8 weeks of receiving your complaint we will send you a letter explaining:
- our final response or
- why we cannot provide a final response yet, and when we expect to be able to do this
We always aim to deal with complaints fairly. However, if you are not satisfied with the Summary Resolution Communication or the Final or Written response you receive from us you may be able to refer your complaint to the Financial Ombudsman Service (FOS). This is a free, independent and impartial service for resolving disputes.
You should send your complaint to:
Financial Ombudsman Service Exchange Tower London E14 9SR
Phone: 0800 023 4567 E-mail: email@example.com
You must normally refer the complaint to them within six months of the date of our summary resolution communication or our final response.
The Financial Ombudsman Service can help with complaints about most financial problems involving products and services provided in, or from, the UK, however, some restrictions apply.