Making a complaint

We will always try to provide you with the best possible service, but we recognise that there may be occasions where we fail to meet your expectations.

If you need help with any aspect of our service, then please contact our customer service team straight away by emailing If you are not happy with our response and would like to make a complaint, you should email your complaint to

If we receive a complaint from you, we will carry out an investigation and provide you with an initial response within three business days.

We will try to address all aspects of your complaint within eight weeks, and we will update you when we believe the issue is resolved. If we are unable to resolve your complaint within eight weeks we will explain to you why this has happened and will keep you updated about all measures being taken to resolve your complaint thereafter.

If you have been unable to resolve your complaint, or you are unhappy with the resolution we have provided, you may be entitled to refer it to the Financial Ombudsman Service.

Their contact details are below:

  • Phone number: 0800 023 4 567 (Monday to Friday – 8am to 8pm, Saturday – 9am to 1pm)
  • Postal address: Exchange Tower, Harbour Exchange, London, E14 9SR

Anything else you want to know?

Get in touch and we'll be happy to answer any questions you have.