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Complaints Policy


  • 1) We aim to resolve a complaint by close of business the following business day of its receipt. This will still be investigated competently, diligently and impartially; be assessed fairly, consistently and promptly; and all relevant factors will be taken into account
  • 2) If we are unable to resolve your complaint the following business day, we will send you a written acknowledgement within five working days of receiving your complaint. The acknowledgement letter will outline the result of the investigation if this has been completed
  • 3) If the investigation has not been completed, the acknowledgement letter will confirm that we will:-
    • a) Provide you with regular updates on our progress. You may contact us at any stage
    • b) Advise you that if our investigation has not been completed within 8 weeks of our receipt of the complaint, we will write to you informing you why we are not yet in a position to resolve your complaint. If you are not satisfied with our progress, you may refer the matter to the Financial Ombudsman Service. A copy of the Financial Ombudsman Services standard explanatory leaflet will be issued with the week 8 response letter.
    • c) Advise you that on completion of our review, we will write to you informing you of the outcome.
  • 4) Following the completion of the investigation, we will issue a written Final Response letter to you. The Final Response letter will be fair, clear and not misleading and will provide you with:
    • Details of the investigation;
    • The outcome of the investigation;
    • If relevant, any offer of remedial action(s) or the appropriate level of redress (or both), and the basis of calculation;