Complaints procedure
How to complain, what to expect from us, and how to escalate if we do not put it right.
Last updated 10 September 2026
Making a complaint
If something has gone wrong, tell us through our contact form. Please include what happened, when, who you dealt with and what you would like us to do to put it right.
What happens next
- We acknowledge your complaint promptly, normally within three working days.
- We investigate and aim to give you a full response within twenty working days.
- If we need longer, we tell you why and keep you updated.
- Our response sets out what we found, what we will do and who to contact if you are still unhappy.
If you are not satisfied
Ask us to review the decision and a senior colleague who has not been involved will look at it again. Where your complaint relates to a regulated activity, our final response will explain any right you have to refer the matter to the Financial Ombudsman Service.
Complaints about how we handle personal information can also be raised with the Information Commissioner's Office.
Learning from complaints
We record every complaint, review the themes regularly and use them to change how we work.
Questions about this policy?
Every enquiry comes to us through one form, and we route it to the right team.