Our Complaints Procedure

What to do if you have a complaint

If you have any cause for complaint please tell us.

There may be occasions when something goes wrong in the delivery of a service that leaves you dissatisfied. Should this happen we would appreciate being given the opportunity to resolve any problems or difficulties. Our aim will always be to bring such matters to a conclusion promptly and to your entire satisfaction.

How to make contact with us

If something has gone wrong with the level of service provided to you please bring this to the attention of any member of staff. The staff member will note details of your complaint and then ensure that the information provided is dealt with as per the complaints procedures noted below.

Our procedure

Stage 1

We want the services we provide to you to be problem free. An important part of our customer care policy is that all complaints received about any aspect of our service will be fully investigated.

Most concerns can be resolved at the initial point of contact with us, as staff are generally well placed to deal with your complaint quickly and efficiently.

You can advise us of your concerns by personal contact, by email, in writing or by telephone.

The initial person provided with detailed information of the difficulty that has arisen will always aim to resolve the matter to your entire satisfaction. There may be occasions however where you are not satisfied with the response you have received. If this is the case your complaint will be referred to the appropriate individuals under Stage 2 of our process.

Stage 2

Any issue that is not resolved at your initial point of contact with us will be referred to a more senior individual within the area to which the complaint refers. Where necessary, the complaint will be referred by the more senior member of staff to an individual in higher authority with a view to resolving the matter.

Stage 3

We are committed to resolving complaints whenever possible through our complaints procedures. These meet the standards required by the Financial Services Authority. If a matter cannot be resolved satisfactorily after Stages 1 and 2, you may be able to refer your complaint to the Financial Ombudsman Service. This would depend on the nature of the complaint and whether within the rules of the Service the person making the complaint is "eligible" to refer the matter to the Ombudsman. The Ombudsman Service exists to provide independent adjudication and investigation will be undertaken prior to making a decision about outstanding disputes. A leaflet explaining the Financial Ombudsman Service is available on request.

For further information visit the Financial Ombudsman Service website at www.financial-ombudsman.org.uk (opens new window)