Complaints Procedure

If you wish to raise a complaint, we will adhere to this procedure.

Please email us on This email address is being protected from spambots. You need JavaScript enabled to view it. and include the word ‘complaint’ in the subject field. We will always try to resolve your concerns in the quickest time frame and we will acknowledge your complaint as soon as possible (usually within 5 working days) once received. Alternatively you can call us on 0345 218 5225. Calls to this number will be charged by your service provider at the same rate as dialling a normal 01 or 02 number and is usually included in any inclusive minutes package you may have (please check with your service provider).

After completion of our investigation into your complaint, we will send you a final response with our decision as soon as we can. Our aim will be to send you our final response within 4 weeks of receiving your complaint. If this cannot be done we will provide you with an update at this stage.

In cases where we have not sent a final response within 4 weeks, we will send one within 8 weeks of receiving your complaint. However, if for any reason we are unable to do this for reasons outside of our control, we will send you a further update and let you know when you can expect a final response.

If at any time you are not satisfied with the way we are handling your complaint please raise this concern with us so additional investigations can be taken in regards to the adherence of this policy.

If you’re not happy with our final response, the Financial Ombudsman Service may be able to help. We’ll explain how at that point.

If you require further information, you can contact the service directly:

Tel: 0800 0234 567
Website: www.financial-ombudsman.org.uk

If you are a customer of one of our clients and have sent a complaint about them to us, we will forward the complaint onto our client (where possible) and their complaints procedure will supersede ours.