We aim to resolve your complaint straight away. If we’re able to resolve things straight away and to your satisfaction, we’ll send you written confirmation.

In some cases, we may need to look into this in more detail. We’ll contact you within 5 working days. This will explain:

• When you can expect to hear from us
• How your complaint will be dealt with

Depending on the type of query, final responses can take up to 56 days, but we’ll always provide you with an update(s)

If you’re not happy with the way we resolved your complaint, please let us know as soon as possible. You can also contact the Financial Ombudsman Service, who will review your case for free. If it has been longer than six months since our final response letter, the Ombudsman will not have our permission to consider your complaint, unless they believe that the delay was the result of exceptional circumstances.

Financial Ombudsman contact details:
· Free phone: 0800 023 4567
· Low-cost phone: 0300 123 9123
· Email: complaint.info@financial-ombudsman.org.uk
· Website: www.financial-ombudsman.org.uk [BP3]
· Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR.

Claims Management Companies (CMCs) act as intermediaries between the customer and the company. This usually involves paying a fee. If you contact us directly, we will look into your complaint in the same way as those sent by a CMC, and you won’t have to pay a fee. For guidance on how CMCs work visit Which?

We know that things can sometimes go wrong. When this happens, we aim to:
· make sure you know who is dealing with your complaint
· learn from your issue, and apply the changes needed to make sure it doesn’t happen again