Our aim is always to provide our customers with a first-class service, however we are aware that, occasionally, it is possible that we may fail to meet your expectations.
If you need to make a complaint, in the first instance, you should contact us either in writing to Paul Walker, Operations Manager (Acting as Darren Taylor’s deputy) or, by telephone / fax on 0845 371 1466 or fax 0845 371 1477
Where a complaint arises we will, wherever possible, endeavour to resolve the matter by no later than the close of business the third working day following receipt. If this is not possible, to enable us to remedy the situation in a speedy and efficient manner, we have a documented, formal complaints procedure, details of which are shown below.
When we provide our final response letter, we will endeavour to ensure that we have taken into consideration any financial losses, or material inconvenience you may have suffered. If we do not feel that your complaint is justified, we will advise you of the reasons for our decision and we will also advise how you may pursue the complaint if you remain dissatisfied.
The Financial Ombudsman Service provides consumers with a free, independent service for resolving disputes with financial firms.
The FOS Consumer Helpline is on 0800 023 4567 (free for people phoning from a “fixed line” (for example, a landline at home) or 0300 123 9 123 (free for mobile-phone users paying monthly charge for calls to No’s starting 01 or 02, email firstname.lastname@example.org and their address is:
Financial Ombudsman Service
Harbour Exchange Square