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How do I make a complaint?
How do I make a complaint?
Updated over a week ago

We work very hard to provide the best service and products possible, but we recognise that things do go wrong occasionally. If you’re unhappy with us, you have the right to complain.

To submit a formal complaint, please email us at Please include:

  • Your full name

  • What your complaint is about

  • What your ideal resolution would be

Below is the timeframe determined by the Financial Conduct Authority to deal with your complaint:

  • Within 3 working days - We will aim to resolve your complaint, where possible, and send you a response

  • Within 5 working days - We will send an email acknowledging we've received your complaint. If the nature of your complaint is unclear, we may call you or write to you to ask for more details

  • Within 4 weeks - We will email you to let you know when we’ll be able to provide a final response, or if we need more time to investigate your complaint

  • Within 8 weeks - We should usually provide a final response. If it isn’t the case, we’d explain the reasons behind the delays, and let you know when we’ll be able to provide a final response

Our final response will explain the outcome of our investigation and will be our final decision on the issues raised. If you are dissatisfied with the outcome of your complaint, you’ll still have the following options:

  • If you have an additional complaint, which wasn’t mentioned in your first complaint email, please let us know. We’ll investigate the new complaint

  • If you are unhappy with the outcome of the investigation, or the way your complaint was handled, you can contact the Financial Ombudsman Service (FOS). You have 6 months to do so from the date of our final response

You can contact the Financial Ombudsman Service at:

Address: Exchange Tower, London, E14 9SR

Tel: 0800 023 4567

(+44 20 7964 1000 for calls from outside the UK)

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