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Your satisfaction with our service is important to us!
While we put our customers at the heart of our business and want you to have a positive experience with us, we are prepared for times when this may not be the case. We ensure that dissatisfied customers will never find it difficult to complain nor will the process be anything other than straightforward. We value all feedback and use it to improve the service we offer and to build and enhance the relationship with our customers. We promise to put things right and make sure we learn from complaints.
If you are unhappy with any aspect of our service, we would like you to get in touch by e-mail, phone or contact form above. What will happen next? We promise to investigate your complaint competently, diligently and impartially. We will take into account all relevant factors and ensure that you are kept informed of the progress of the measures being taken for the complaint’s resolution. We strive to resolve complaints as quickly as possible but it may take up to eight weeks for us to send you our final response. In our response, we will explain our assessment of the complaint and provide you with our decision on it. We will do our best to resolve the complaint to your satisfaction and in most cases no further involvement is required. However, if you still remain dissatisfied you then have the right to refer the complaint to the Financial Ombudsman Service within six months of our final response.
Their details are as follows: