How do I make a complaint?

We’re sorry things haven’t gone to plan. If you think we could have done better, you can raise a complaint with our team.

We always aim to provide the best possible service and all of our complaints are taken very seriously.

Details about our complaints procedure are listed below. To start the process, fill out our complaints form here.

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Our complaints procedure

1. You fill in our quick complaints form. 
2. We email you within 5 working days, to confirm we’ve received your complaint.
3. We start an investigation into your complaint. Please allow up to 8 weeks for us to complete a thorough investigation and fully respond to your complaint.
4. We’ll contact you to let you know the outcome and why we came to that decision.
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Find out more about financial complaint resolution here.