No. We are happy to accept complaints by telephone on the above number. Please make it clear that you are registering a complaint and make a note of the name of the person you spoke to and the date on which you rang.
a) We will acknowledge your complaint promptly and in any event within 5 working days of your complaint being received. If you do not hear from us in that time, please check first to see that we have actually received your complaint.
b) We will investigate your complaint fairly, impartially and thoroughly.
c) If we are not able to provide you with a full response to your complaint within four weeks, we will send you a letter explaining how we are progressing with our investigation.
d) After we have investigated your complaint, we will write to you explaining the outcome of the investigation.
We will investigate your complaint as quickly as possible. We will aim to complete our investigation within eight weeks of receiving the complaint and you will always receive our final response in this timeframe. If we cannot come to a conclusion in that time, we will tell you why and refer you to the Financial Ombudsman Service.
We will send you a final letter, which will either uphold your complaint and let you know how we plan to resolve it, or reject it.
What if I am not satisfied with your decision?
If, for any reason, you are not happy with our decision, or if we have been unable to reach a conclusion to our investigations, then you will be entitled to refer your complaint to the Financial Ombudsman Service. Their contact details are as follows:
Telephone: 0300 123 9 123 or 0800 023 4567
Post: Financial Ombudsman Service
Please note that we are not covered by the Financial Services Compensation Scheme, which means you are not entitled to compensation from the scheme if we cannot meet our obligations.