It’s our job to make sure that every single one of our customers has the best possible experience. That means the most suitable products for you and first-class customer care. We consistently work to improve the experience you have with us. However, sometimes, we won't get everything right. We hope you never have to make a complaint but, if you do, you can be sure that we will do everything we can to resolve it quickly and efficiently. And, more than that, we will learn from it.
The easiest way to complain is to give us a call. The member of staff receiving your call will try to resolve
your complaint immediately. If they cannot, or further investigation is required, we promise to inform you of
this within five business days.
In the unlikely event that your complaint has not been resolved within four weeks of its receipt, we will
contact you and let you know the reasons why and the further action we will take. Within eight weeks of its
receipt, we will either issue you with a final response letter detailing the outcome of our investigation and
our decision, or a letter confirming when we anticipate having concluded our investigation.
Please note, when sending emails, you should not include any personal, financial or other confidential details
as this method is not a secure way of supplying information.
If your case has been open for 8 weeks or more and a favourable resolution has not been reached, you may escalate your complaint to the Ombudsman Services. Ombudsman services are free of charge for consumers and completely impartial.
Escalation of your case can be done through many channels;