Making
a complaint.

If you'd like to make a complaint about our website, any aspect of the service you've received or an employee of our firm, please get in touch with us.

You can contact us here. If you don't feel like we've been able to resolve your problem or you're not happy with the way we've handled your query, you can email us to make a formal complaint.

Please give us as much information as you can so we can investigate the issue fully. We may need to contact you if we require any other details relevant to your complaint, so please make sure you include your full name and contact details. We'll aim to resolve your complaint and get you a written answer within a week containing a full report of our investigation. If for any reason we're not able to give you a final response within 8 weeks of the date you originally contacted us, we'll write to you to explain why.

If you haven’t received a response within 8 weeks of the date you originally contacted us or if you've followed this complaints procedure, you’ve received a final response from us and you aren't happy with the way we've dealt with your complaint; you can refer the matter to the Financial Ombudsman Service (FOS) for an independent review within 6 months of our final response. You have the right to refer your complaint to the Financial Ombudsman Service, free of charge – but you must do so within 6 months of the date of the final response. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.

If you wish to contact the FOS, you can write to them at The Financial Ombudsman Service, Exchange Tower, London, E14 9SR, you can phone them on 0800 023 4567, or visit their website here.