If in the event you are unhappy with any element of our service we would like to know more and rectify any problem. We would be grateful if you could inform us of your complaint in the first instance.
When you inform us of your complaint we will listen careful to your concern and provide you with details of our complaints handling procedure. We will acknowledge your complaint in writing within 3 working days. You can either raise your concern with your case advisor or send an email to firstname.lastname@example.org with the subject “complaint”.
We will investigate your complaint fully and revert back to you with our response within 30 days. Should you still be unhappy with our decision, you are able to refer the complaint to the Financial Ombudsman Service. You can email the Financial Ombudsman Service (email@example.com) or write to
The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR
You must refer your complaint to the Financial Ombudsman Service within 6 months of our final response. You can also telephone the Financial Ombudsman Service on 0800 023 4567.