Complaints

If you have a complaint, we’d like to make things right. Please email us first and let us know what’s wrong and we’ll do our best to resolve things as quickly as possible.

Our formal complaints policy is outlined below:

  • We’ll acknowledge your complaint within 2 working days
  • Your concerns will be handled confidentially
  • We will typically provide a response within 5 working days. Sometimes it may take longer to fully investigate and if this is the case, you will be kept informed of any delay and the progress we have made. You will receive a final response no later than 8 weeks after your initial complaint.

The Financial Ombudsman Service (FOS) will only deal with your complaint if you have given us the opportunity to put things right. If you have already done this and you’re unhappy with our response then please contact the Financial Ombudsman Service.

FOS Email: [email protected]

FOS Contact Number: 0800 023 4 567 (freephone) or 0300 123 9 123 (calls to this number cost no more than calls to 01 and 02 numbers)

 

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