We aim to resolve all complaints in a fair, prompt and consistent manner. We also aim to resolve all complaints internally without the need for referral to the Financial Ombudsman Service.
How We Respond to Complaints
Where possible we aim to respond to complaints by the close of business on the business day following receipt of a complaint, however depending on the nature of the complaint it may not be possible for us to do so.
Where further investigation is needed, we will always acknowledge receipt of your complaint, by letter, within 8 days of receiving your complaint. Your complaint will be investigated by an employee of sufficient competence who was not involved in the matter which is the subject of the complaint, and who has experience of handing complaints.
If you have any questions, or further information that may assist us in investigating your complaint, you should contact this individual using the contact details provided.
Where we have not been able to resolve your complaint within 28 days of receipt we will write to you advising of the progress of the investigation into your complaint and when we expect to be in a position to do so. In any event we will issue our final response to your complaint within 8 weeks of receipt.
Within 8 weeks of receiving your complaint we will provide written response to your complaint setting out our position and / or an offer of redress where considered appropriate. We will also give you details of your right to refer your complaint to the Financial Ombudsman Service. The Financial Ombudsman Service is an independent organisation with powers to help resolve disputes between consumers and businesses providing financial services. We will also provide you with a copy of the Financial Ombudsman Service’s standard explanatory leaflet.
If you feel your complaint has not been adequately resolved
If you have raised a complaint with us and do not feel that it has been adequately resolved, you may decide to refer your complaint to the Financial Ombudsman Service.
Further information can be found on the Financial Ombudsman Service website.
You should be aware that any referral to the Financial Ombudsman Service must be made within 6 months of the final response that we issue you.