A guide to our Complaints Procedure:
We aim to provide you services that meet your needs, putting you as a customer first at all times. Even the best organisations sometimes make mistakes and if we do, or we fail to meet your expectations in some way, we want the opportunity to put things right as quickly as possible.
Contact us as soon as possible, either via phone on 020 3915 9994 or via our contact us submission form (place form to submission form here), or by writing to:
The Complaints Department
Unit 1, Castle Court 2, Castlegate Way, Dudley, West Midlands DY1 4RH
We will acknowledge your complaint promptly in writing and will include written details of our complaints handling procedures. We shall resolve it at the earliest opportunity with the aim of doing so within 8 weeks of receipt.
Where we are able to provide a final response immediately, the acknowledgement may be combined with the final response. You will be kept informed of the progress of the investigation.
If you are not happy with our firms response, if we reject your complaint or you do not hear from us within 8 weeks, the Financial Ombudsman Service may be able to help you.
Financial Ombudsman Service
London, E14 9SR
Tel: 0845 080 1800
It's a free, independent service for settling disputes between financial services firms and their customers. It can deal with complaints about a wide range of financial matters.
The Financial and Ombudsman Service will contact us to explain the details around your complaint and then decide whether to uphold your complaint.
It is important you contact the Financial Ombudsman Service within 6 months of receiving a final response from the firm, or it may not be able to deal with your complaint.
Your opinion is very important to us. Listening to your views helps us develop our company processes and enhances how we deal with customers.
Please email firstname.lastname@example.org with any feedback you may have.