We’ll want to put this right as quickly as possible, so it’s best if you can share all the details when you get in touch. Make sure you include (or have to hand):
We’ll start looking into your complaint as soon as we receive it.
We’ll be working towards producing what’s called a ‘final response’. This will let you know whether or not we take responsibility, our reasons for that decision, and whether we believe we owe you any compensation.
We take all complaints extremely seriously, so we won’t keep you waiting for longer than we have to.
We’ll email you to acknowledge your complaint, who is dealing with it, and their contact details. This will happen within 4 working days of receiving your email, letter, or phone call.
It’s most likely we’ll have sent our final response by the end of 4 weeks (counted from the day we receive your complaint). But if it’s going to take longer, we’ll email to you let you know why and when you can expect to hear more from us.
Usually, we’ll have sent our final response before 8 weeks has passed. If it’s a tricky case and we still need longer to investigate it fairly, we’ll write to you again to explain why.
At this point you can choose to wait for our response or go straight to the Financial Ombudsman. The Financial Ombudsman is a free and impartial service that settles complaints between financial services companies (like us) and their customers.
If you don’t agree with our final response, then you can go to the Financial Ombudsman service.
You can find details about how many complaints we’ve received between 1st January 2025 and 30th June 2025 in our Complaints Publication Report.