Do you have a complaint?

Building strong relationships with our members is important to us. Sometimes things can, and do go wrong and when this happens we encourage members to tell us about it so we can aim to put things right.

Step 1

If there is something you are not happy about, please complete the online form (above) or call us on 020 8607 5020 – we are available Monday to Friday 8:30am – 4:00pm.

A member of our staff will discuss your concerns and begin their investigation. Alternatively, you can write or e-mail us on the details provided on this form. If it cannot be resolved on the same day, we will acknowledge your complaint within 5 working days of receipt of your complaint.

Step 2

We will investigate your complaint and endeavor to send a final response to you within 4 weeks of receipt of your complaint. If we are unable to provide you with a final response within this time, we will send you an update.

Step 3

We will endeavour to send a final response to you within 8 weeks of receipt of your complaint. If we are unable to provide you with a final response within this time frame, we will write to you explaining why and advise you when you can expect a final response.

Step 4

If you’re still not happy with the final response given to a complaint or if no final response has been provided within an 8 week period from the date of initial complaint, you are then eligible to contact the Financial Ombudsman Service and request they investigate the matter on your behalf. No charge will be made for this and any decisions made will be binding on the financial institution concerned.

However, the Financial Ombudsman Service will only look at complaints if the firm has had the opportunity to investigate the complaint first and provide a final response. We hope you won’t need to contact the Financial Ombudsman Service but if you do, please find their contact details below. We have also provided the contact details of Citizens Advice:

Financial Ombudsman Service

The Financial Ombudsman Service

Exchange Tower, London, E14 9SR
www.financial-ombudsman.org.uk
0800 023 456

Citizens Advice


Free practical information via the phone or face to face with a trained counsellor on a range of topics including housing, benefits, debt and legal issues.

www.citizensadvice.org.uk / 03444 111 444