Making a complaint
If you would like to make a complaint, please get in touch.
Email us at:
Write to us:
Hi Customer Success Team
92 Albert Embankment,
London SE1 7TY
+44 (0)203 284 1534
Our team can just raise a complaint for you.
How we will handle your complaint:
We try to resolve all complaints as quickly as possible, but some complaints may take longer than others.
When you receive your complaint,
- Our Customer Success team will contact you to acknowledge receipt of your complaint within one working day of receiving it, enclosing a copy of this procedure.
- We will then investigate and send a final response within 15 business days of the complaint received date OR, In exceptional circumstances, if a final response cannot be given in 15 days for reasons beyond the control of the respondent:
- We will send you an update on your complaint by the end of the 15 business days after the day on which we received the complaint, clearly indicating the reason for the delay in answering the complaint and specifying the deadline by which we will send the final response; and
- We will then send a final response to you by the end of the 35 business days after the day on which the complaint was made.
What to do if you’re unhappy with the outcome
In this case, you may be able to refer your complaint to the Financial Ombudsman Service – it’s free and independent. If this applies to you, we’ll let you know. If you’d like to refer your complaint, you’ll need to do so within six months of receiving your final response letter or summary resolution letter.
You can contact the Financial Ombudsman Service at:
Financial Ombudsman Service
Telephone: 0800 023 4567