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Complaints policy
Complaints
Complaints process
3-step process for handling claims or complaints that cannot be resolved by the end of the next business day
1.
Formal investigation
If we are unable to resolve your issue to your satisfaction by the end of the next business day, we will initiate a formal investigation into the matter. You will promptly receive an acknowledgement of your complaint, along with a detailed overview of our complaints process, within 5 working days of us receiving your complaint.
2.
Ongoing communication
During the investigation, we will keep you informed of our progress. Our aim is to thoroughly investigate your complaint and arrive at a fair resolution as quickly as possible. We appreciate your patience during this time and assure you of our commitment to addressing your concerns.
3.
Final response
Upon concluding our investigation, we will inform you of our final decision. We strive to provide a final response no later than 8 weeks from the initial receipt of your complaint. This response will include a detailed explanation of our findings and the action(s) we propose to take to resolve your complaint satisfactorily.
The financial ombudsman service (FOS)
If you are unhappy with our decision (or one provided by Lloyd’s where applicable), or if we do not complete our investigation within 8 weeks, you may be entitled to refer your complaint to the Financial Ombudsman Service.
The FOS is an independent service for settling disputes between businesses providing financial services and their customers.
This service is free to customers. Please note that if you wish to refer your complaint to the FOS this must be done within 6 months of our final response letter.
Am I eligible to contact the FOS?
- Unsatisfied with decision
- Investigation timeline exceeded
- Timeframe for referral
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