Let us know if something has gone wrong and we'll work with you to fix it.
We're committed to providing you with the best service possible. However, we recognise that sometimes things can go wrong. Letting us know when you're not happy with our products or service provides us with the opportunity to put it right, and helps us to improve.
We promise to:
The first step is for you to let us know what has happened so that we can fully understand your complaint. You can contact us using the details below.
Call us on: 0345 070 1999 (Call charges)
Customer Response Centre (C097)
Call us on: 01752 236555 (Call charges)
PO Box 237
To help us resolve your complaint we'll need the following information:
Please let us know if you need your response to be sent in an alternative format such as large print, audio or Braille.
We’ll always do everything we possibly can to resolve a complaint straight away. Where this isn’t possible, we will keep you informed of our progress until your complaint has been resolved.
Should you remain unhappy with our response, you have the option to refer the matter to the Financial Ombudsman Service.
Every six months we submit information to the Financial Conduct Authority (FCA) about the complaints we've received from our customers.