We will reply promptly to your letter and explain how we will be investigating your complaint. We aim to resolve your complaint as soon as possible, however some issues may take a while and we will keep you updated with progress by writing to you after 4 weeks if we haven’t been able to resolve it. There is no charge for this service.
We aim to resolve most complaints within 8 weeks, but if we can’t we will let you know why and explain how much longer we think it will take. At this stage, if you are not happy you can refer your complaint to the Financial Ombudsman Service.
You can also refer your complaint to the Financial Ombudsman Service if we don’t resolve the matter to your satisfaction. The Financial Ombudsman Service can help resolve disputes between firms and their customers, they’re entirely independent, and the service is free.
Ask us for a leaflet or contact the Financial Ombudsman Service at:
The Financial Ombudsman Service
Harbour Exchange Square