Sometimes things might go wrong and we need to know about this. We can usually resolve most issues straightaway so please email us on or call us on +44 (0)20 7749 2400 to tell us how we can help.

What you'll need to tell us so that we can help you:

  • Your personal details
  • What's gone wrong and
  • What you want us to do to put things right

We will be in touch with you as soon as we can and let you know what will happen next. We will acknowledge your complaint in writing and will try to resolve your complaint within 10 working days. However, if your complaint is more complex, it's likely that we will need longer to look into what's happened and we may ask you for further information to help us reach a decision. We will give you regular updates and we will provide you with a final written response within 8 weeks of complaint receipt.  Upon receipt of our final written response, should you remain dissatisfied, you have the right to refer your complaint to the Financial Ombudsman Service (FOS) to carry out an independent review of your complaint anytime up to 6 months after receiving our final written response. In any event, you have the right to ask the FOS to review your complaint, if we've been unable to resolve it within 8 weeks.

The FOS can help UK residents with most complaints if you are:

  • A consumer
  • A business employing fewer than 10 persons that has an annual turnover that doesn't exceed €2 million
  • If you are unsure whether the FOS will consider your complaint, please contact them directly for advice. The service the FOS provides is free and impartial and contacting them at any stage of your complaint will not affect your legal rights. The contact details for the FOS are:

The Financial Ombudsman Service
Exchange Tower
E14 9SR

Their phone numbers are +44 (0)300 123 9123 or +44 (0)800 023 4567.

You can send an email to:

Can't find your answer?

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