FAQs
We'll contact you to acknowledge your complaint within five working days. A case officer will investigate your complaint, keep you informed with regular updates and let you know the outcome of our investigation.
You can contact the Financial Ombudsman Service at: Exchange Tower, London E14 9SR
Telephone: 0800 023 4567 or 0300 123 9123
Email: [email protected]
The Ombudsman will need you to complete a form, which you can get from their website www.financial-ombudsman.org.uk
We'll remind you of how to contact the Financial Ombudsman Service when we send you either our final decision letter or our eight week update letter. If you refer your complaint to the Ombudsman this doesn't affect your right to take legal action.
The Pensions Ombudsman (TPO) can be contacted at:
10 South Colonnade
Canary Wharf
E14 4PU
Tel: 0800 917 4487
Email: [email protected]
Website: pensions-ombudsman.org.uk
Please let us know. Your case officer will discuss this with you and explain the reasons for our decision.
If you're still unhappy, once we issue our final response (sometimes referred to as a 'deadlock' communication), you may be able to refer your complaint to the Financial Ombudsman Service or The Pensions Ombudsman. The relevant Ombudsman service will only investigate your complaint after we've had the chance to investigate it.
No. If you make a complaint it doesn't affect your right to refer your complaint to either Ombudsman Service or take legal action.
We recommend that you first talk to the area of the business that you're engaging with.
You can contact our Complaints team by calling us on 0800 032 8280 or emailing us at [email protected]
You can also write to our Chief Executive at this address:
Chief Executive's Office
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County Gates
Bournemouth
BH1 2NF
You can also email [email protected]
