Last updated 6th February 2018
The information on this page will guide you through our complaints procedure
If at any time you have a complaint about the services that we provide for you, then you should initially contact us by phone, email or in writing. Visit 'contact us' for the most up to date contact details. Please address your complaint to the Compliance Officer.
We will acknowledge your complaint promptly, explain how we will handle your complaint and indicate when you may expect our reply. We will keep you reasonably informed as to the progress but will provide a formal written response after eight weeks from receipt of the original complaint. If the Complaint cannot be resolved within this timescale we will write with an explanation as to the progress and the likely timescale involved.
If you are dissatisfied with our final decision you may be able to refer the matter to the Financial Ombudsman service at:
Exchange Tower, London, E14 9SR
Tel. 0800 023 4 567 (calls to this number are now free on mobile phones and landlines) or 0300 123 9 123 (calls to this number cost no more than calls to 01 and 02 numbers)
In the event that your complaint relates to activities or services provided by another party, we will ensure that your complaint is forwarded to the appropriate party and we will assist you wherever possible in resolving the complaint.
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