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Please fill in our quick survey which you can access here. It should take no more than five minutes of your time.
We’re committed to providing a professional, supportive and confidential service to all those who seek our help. We aim to ‘get it right first time’ but we’re aware that mistakes can sometimes happen.
If you’re not happy with the service you have received, we’re genuinely keen to hear from you. This will not only allow us to try to resolve your problem, it will also help us avoid it happening again.
How to complain
You can contact us by writing to:
Contact Centre Manager
51-53 Hagley Road
Or phone us on Freephone 0800 197 6026.
It is helpful if you can let us know the following.
- What went wrong.
- When it happened.
- Who you dealt with.
- What you think we should do to make things right.
- Your full name, address and telephone number.
How we handle complaints
We will always try to resolve a problem at the time you raise it with us.
If we need more time to look into your complaint, we will send you an acknowledgement within five working days and tell you when we expect to contact you again. We will also enclose a copy of this procedure.
We would expect in nearly all cases to send a letter explaining our response to your complaint within 10 working days. If we can’t do this we will send you an update.
Our aim is to send a final reponse within eight weeks of receiving a complaint. If this isn’t possible, we will write to explain why and tell you when we will respond.
What to do if we can’t reach an agreement
If we take more than eight weeks to send a final response, or you don’t think we have resolved your complaint, you can contact the Financial Ombudsman Service.
Financial Ombudsman Service
Phone: 0800 023 4567 or 0300 123 9123
You must refer your complaint to the Financial Ombudsman Service within six months of the date of our final response.