We will investigate and provide a written response. If you don’t hear from us within 3 working days, feel free to check-in with us. When we acknowledge receipt of your complaint, we’ll assign you a personal complaint handler. We will give you the name and contact details of the complaint handler and clearly set out the next steps. We will always get back to you as soon as we can, but at the very latest you’ll have a Final Response within 8 weeks of your initial contact. If for any reason we don’t think we can meet that deadline, we will contact you to let you know.
If you remain unsatisfied following our investigation of your complaint, you are entitled to refer your complaint to the Financial Ombudsman Service at: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Their phone numbers are 0300 123 9123 (charged at a national rate) or 0800 023 4567 (free from landlines).