Complaints

We'll work with you to set things straight

Complaints and Feedback

If you're not happy, we're not happy

Feedback Form

  • If you'd like to share some general feedback with us, rather than make a complaint, you might like to use our quick and easy feedback form.
  • Oh, and please also let us know about the good experiences you've had, not just the bad ones.

Complaints Data

  • We try to get everything right first time, but we know that sometimes things can go wrong.
  • If this happens, please let us know so we can put it right. We always do our best to resolve problems as quickly, thoroughly and fairly as possible.
how it works

Our complaints commitment

Once you've told us about your complaint, here's what we'll do next:

  • Pass it to the right person
  • Get back to you as soon as possible so you know what to expect next
  • Give you the name and contact details of the person dealing with your complaint, deal with your complaint fairly
  • Listen to your feedback and see what lessons we can learn from it
  • Give you a written update on progress in the unlikely event that your complaint is going to take more than eight weeks to resolve

Taking things further

Your rights 

If you're not happy with how we've handled your complaint, here's what you can do next:

Speech bubbles coming out of mobile phone next to a piggy bank, mug and pen

If we can't resolve your complaint, the Financial Ombudsman Service may be able to help you. Their service is free for you, but you'll need to contact them within six months of receiving our final response letter.

If we are unable to resolve your complaint and your complaint is in reference to a pension product then you may wish to take your complaint to The Pension Ombudsman Service, but you'll need to contact them within six months of receiving our final response letter.

You can also register a complaint with the European Union’s Online Dispute Resolution platform (or ODR). The ODR will simply pass your complaint to the Financial Ombudsman Service.

Websites:

Financial Ombudsman Service

www.financial-ombudsman.org.uk which includes more information about the service, including details of the various ways they can be contacted.

The Pension Ombudsman Service

www.pension-ombudsman.org.uk which also includes more details about their service.

European Union’s Online Dispute Resolution platform

http://ec.europa.eu/consumers/odr/ 


We're not responsible for the content of external websites.