We will try to resolve all complaints internally. However, if we haven’t been able to resolve your complaint within eight weeks, or you’re not satisfied with the complaint outcome response, you may be eligible to refer your complaint to the Financial Ombudsman Service; you will need to do this within six months from the date of our complaint outcome response.
The Financial Ombudsman Service offers a free independent service and aims to resolve complaints that consumers and financial organisations haven’t been able to resolve between themselves. To find out more visit their website at www.financial-ombudsman.org.uk
You can contact the Financial Ombudsman Service:
In writing:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Email: complaint.info@financial-ombudsman.org.uk
Tel: 08000 234 567
Free for people phoning from a “fixed line” (for example, a landline at home).
Or: 0300 123 9 123
Free for mobile-phone users who pay a monthly charge for calls to numbers starting 01 or 02.