How to make a complaint:

  • You or your nominated representative can make a complaint by any reasonable means, including by phone, fax, email, live-chat, in person or by completing our complaints form.
  • Your complaint will be investigated by an employee who, where possible, was not directly involved in the matter that is the subject of the complaint.
  • The person responding to your complaint will have access to someone who has the necessary authority to (where required) offer redress and settle the complaint if they do not have this authority themselves.
  • We will assess your complaint diligently and impartially and may make an offer of compensation for any acts or omissions for which we are responsible and which have caused loss. We will pay any offer of compensation that you accept promptly.

What you can expect from us:

  • We will try to resolve your complaint as quickly as we can.
  • You will receive a prompt written acknowledgement of your complaint within five business days.
  • You will be kept updated on the progress of your complaint (at least every four weeks) in writing if we are not able to resolve your complaint quickly.
  • We will issue a final response as soon as we can. This final response will clearly explain if we are upholding your complaint or not and if appropriate, will include an offer of compensation.
  • If we cannot resolve your complaint within eight weeks of receipt (and also when we send you a final response), we will tell you whether or not you are eligible to refer your complaint to the Financial Ombudsman Service [FOS] for resolution. We will inform you at that time of the contact details and time limits that apply.

Eligible complainants under the FOS are:

  • A private individual
  • A charity that has an annual income of less than £1 million at the time the complaint is made
  • A trust with a net asset value which is less than £1 million
  • A micro enterprise – defined as a commercial business which has less than 10 employees and a turnover and/or balance sheet total up to 2 million Euros