Complaints Procedure

If in the event you are unhappy with any element of our service we endeavour to help resolve the matter fully. 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 for the attention of Stuart Carmichael.

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 here ( 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.