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| Terms of Business |
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| Complaints |
| If you have reason to complain about our service, we have a formal complaints procedure. |
| In the first instance you should contact us in writing, by phone, by fax or by email. Please direct your complaint to the Customer Service Manager. We will acknowledge receipt of your complaint in writing within 5 working days and give you a response to the complaint at this time if we can. If it will take more time to deal with your complaint we will contact you to advise you of who is dealing with your complaint and when you can expect to hear a fuller response. Should our investigations take longer we will provide you with a full written response within 20 days or explain the current position of your complaint and provide you with a timescale for a full response. |
| In the unlikely event that you are dissatisfied with our response, you may be able to refer the matter to the Financial Ombudsman Service (FOS). They will provide you with an independent investigation in to your complaint at no cost to you. The Financial Ombudsman Service can be contacted via their website www.fsa.gov.uk or by telephone 0845 606 1234 |
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