Complaints Procedure

Last updated: July 2026

How to complain

If you're unhappy with any part of our service, please get in touch and we'll do our best to resolve it quickly and fairly.

What happens next

1. Acknowledgement. We'll acknowledge your complaint promptly and let you know who's handling it.
2. Investigation. We'll look into what happened, gather the relevant information, and keep you updated on progress.
3. Final response. We aim to resolve most complaints quickly, and will send you a final written response within 8 weeks at the latest.

If you're not satisfied

If you're unhappy with our final response, or we haven't resolved your complaint within 8 weeks, you may be able to refer it to the Financial Ombudsman Service (FOS) free of charge.

The Financial Ombudsman Service is an independent service for settling disputes between financial services providers and their customers. Referral is normally available where you've been a private individual or small business customer of a regulated firm.

Data protection complaints

If your complaint relates specifically to how we've handled your personal data, see our Privacy Policy, which explains how to raise this with the Information Commissioner's Office (ICO).