Complaints Procedure
Last updated 9 October 2026
Our commitment
We take every complaint seriously and aim to put things right quickly and fairly. This page explains how to complain and what to expect.
What counts as a complaint
Any expression of dissatisfaction with our service, including:
- The quality or speed of our service
- How our staff behaved or communicated
- Information or guidance we gave
- Administration
- How we handled your personal information
How to complain
Phone: 0330 341 5617 (complaints line Monday to Friday, 9am to 5pm)
Post: Complaints Department, 128 City Road, London, EC1V 2NX
Please tell us your name and contact details, any reference number, what went wrong and when, the names of anyone involved, what you would like us to do, and include any documents that help.
What happens next
- Acknowledgement within 2 working days. We confirm we have your complaint, give you a reference number and tell you who is handling it.
- Investigation. We look into everything and speak to anyone involved.
- Our response. We aim to send a full written response within 10 working days. If we need longer, we will tell you why. In every case you will have our final response within 8 weeks.
If you are not happy with our response
If you are not satisfied with our final response, or we have not sent one within 8 weeks, you may be able to refer your complaint to the Financial Ombudsman Service. Its service is free to you. You must contact it within six months of the date of our final response.
Financial Ombudsman Service
Exchange Tower, London, E14 9SR
Phone: 0800 023 4567
Website: financial-ombudsman.org.uk