Our Complaints Procedure
What to do if you have a complaint
If you have any cause for complaint please tell us.
There may be occasions when something goes wrong in the delivery of a service that leaves you dissatisfied. Should this happen we would appreciate being given the opportunity to resolve any problems or difficulties. Our aim will always be to bring such matters to a conclusion promptly and to your entire satisfaction.
How to make contact with us
If something has gone wrong with the level of service provided to you please bring this to the attention of any member of staff. The staff member will note details of your complaint and then ensure that the information provided is dealt with as per the complaints procedures noted below.
Our procedure
Stage 1
The person you first contact with the details of your complaint will aim to resolve the problem for you quickly. Happily, most customer concerns are successfully resolved at this initial stage. If this isn't the case, then your complaint will pass into the next stage.
Stage 2
Your complaint will be referred to a second person within the relevant area who will look into your case.
Stage 3
In the unlikely event that you're not satisfied with the outcome of Stage 2 you may be able to refer your complaint to the Financial Ombudsman Service. This is the independent body that investigates and makes a final decision on banking or other financial disputes. Whether you can go on to this stage depends on the nature of your complaint and on whether you are eligible to refer the matter to the Ombudsman. A leaflet with more information is available on request.
Complaints are of the utmost importance to us, because as always, it's only by listening to feedback from our customers that we can provide a better service. Your complaint will be treated fairly and you will be kept informed throughout each stage of the complaints process.
The Financial Services & Markets Act 2000 sets out timescales for dealing with such complaints. To reduce inconvenience to you, we aim to reduce those timescales wherever possible.
Alternatively the Ombudsman can be contacted direct at the following address:
Financial Ombudsman Service
PO Box 4
South Quay Plaza
183 Marsh Wall
London
E14 9SR
Or you can telephone on
0845 080 1800†
E-mail address:
enquiries@financial-ombudsman.org.uk
For further information visit the Financial Ombudsman Service website at
www.financial-ombudsman.org.uk (opens new window)
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