Complaint's Procedure Complaints Procedure.

 At, we pride ourselves on providing exceptional customer service. However, we understand that there may be occasions where you may not be fully satisfied with our products or services. In such cases, we have a clear and straightforward complaints procedure in place to ensure that any issues are resolved in a timely and efficient manner.

Our Complaints Procedure

Step 1: Contact Us

If you have a complaint, please contact us as soon as possible. You can reach us via email at, or by phone at 0800 3688 914. We will acknowledge your complaint within 24 hours of receipt.

Step 2: Investigation

We will investigate your complaint thoroughly and in a timely manner. Our Customer Service team will handle your complaint and keep you updated throughout the process.

Step 3: Resolution

We aim to resolve all complaints within 14 days. If we need more time to investigate your complaint, we will let you know and provide regular updates on our progress. Once we have completed our investigation, we will provide you with a full written response, which will include our findings and any actions we have taken.

Step 4: Escalation

If you are not satisfied with our response, you can escalate your complaint to a member of our management team. They will review your complaint and provide you with a final response within 14 days.

Step 5: Alternative Dispute Resolution

If we are unable to resolve your complaint to your satisfaction, you may refer your complaint to the Financial Ombudsman Service, an independent organization that specializes in resolving disputes between consumers and businesses.


At, we take all complaints seriously, and we strive to resolve them as quickly and efficiently as possible. We are committed to ensuring that all our customers are satisfied with their experience with us, and we welcome all feedback, positive or negative, as it helps us to improve our products and services.


Financial Ombudsman Service

If you would like the Financial Ombudsman Service to look into your complaint you must contact them within six months of the date of our final response letter.


The Financial Ombudsman Service
Exchange Tower
London, E14 9SR

Telephone: 0800 023 4567