Complaints

3 step complaints process

How the process works...

When you contact us, our advisor will ask you about your complaint and seek to resolve the problem.

During any interchange we will protect the privacy of the information that we hold on you. On occasion we may ask for a telephone number to call you back on and we may have to ask questions to confirm that we are speaking to the right person.

When you make your complaint by email, we will acknowledge receipt, advise how and when we will next respond and provide you with a contact point for checking progress on the resolution of your complaint.

We will try to resolve your complaint quickly and efficiently, and to keep you informed at all times. We normally aim to resolve complaints within 10 working days but, depending on the nature of the complaint, this is not always possible. However, if you are not happy with progress in resolving your complaint you can ask the person to whom you are speaking to escalate the matter to their manager, and ultimately our Managing Director. If we cannot resolve the problem, we will write to you to say so.

Alternatively, if at any time you are not satisfied with the progress of your complaint you can ask us to agree an early referral to ADR (i.e. that we issue a deadlock notification). However, we may decline to do so if we do believe we will shortly resolve your complaint and are taking active steps to do so.