Complaints Procedure

How to raise a complaint

Please contact us using the details on our Contact page, marking your message “Complaint” and including a summary of your concern along with the best way to reach you.

What happens next

• We acknowledge complaints promptly.
• We review the details and respond in writing.
• We aim to resolve matters as quickly as possible.

Further steps

If you are not satisfied with our response, any further escalation route depends on the nature of the complaint and the regulatory status of the activity concerned. Where an external escalation route applies to your complaint, we will confirm it in our written response and explain how to use it.

Complaints relating to a finance product itself should also be raised with the provider of that product, as they are responsible for the agreement and its terms.