If you have a complaint about any of our services, these can be made verbally or in writing.
Receipt of a complaint will be acknowledged within 10 working days.
We will aim to investigate your complaint and provide you with a final decision within 20 working days. Where this is not possible, we will contact you and advise you how long we believe it may take.
We will investigate and provide a final decision in relation to all complaints within 40 working days.
Where a complaint has not been resolved within 40 days or the client is not happy with the response, the client has 6 months from receiving our final decision to raise the complaint with the Financial Ombudsman Service.
All complaints in the first instance should be directed to firstname.lastname@example.org