Compliant Procedure

As an organisation, we strive to ensure that we deliver the best levels of customer service. However, if you are not happy with the service you have received, you should contact us immediately so that we can investigate your concerns. Our Complaints Procedure is designed to be quick, simple and fair.


If you are unhappy with the service you have received from a team, you can register a complaint directly with our Customer Relations team for investigation in writing. Please email to INFORMATION TO PROVIDE
It is important that you provide us with as much information as possible. In your complaint to us, please include the following:
  • Full Name
  • Full Address
  • Date of Birth
  • Email Address
  • A clear description of your complaint
  • Any documentary evidence to support your complaint
  • What outcome you require
  • Any relevant reference numbers


    We will investigate your complaint in accordance with our internal complaints procedure:
  • Whether your complaint is made verbally or in writing, you will be contacted via email or letter to confirm we have received your complaint and that it is under investigation.
  • You may also be contacted if we require further information.
  • On completion of the investigation into your complaint we will write to you and set out the findings of the investigation which has been carried out, whether your complaint has been upheld or rejected and the reasons for that.
  • Once we have issued our final response, we will not enter into any further correspondence regarding your complaint unless asked to do so by the regulator.
  • We publish complaints data in accordance with our responsibilities under the regulation of the Financial Conduct Authority. Our most recent complaints data