We aim to deliver a superb service every time however we also understand that sometimes things might go wrong. We can usually resolve most issues straightaway, so please email us at firstname.lastname@example.org or call us on +44 (0)207 190 9900 to tell us how we can help.
So that we can help you, you’ll need to tell us:
- Your personal details
- What's gone wrong
- What you want us to do to put things right
We'll be in touch with you as soon as we can and let you know what will happen next. We'll try to resolve your complaint within three working days of receipt. If we’re unable to do this, we will write to you acknowledging that we have received your complaint and the next steps that will be taken.
For more complex issues, it's likely that we will need longer to look into what's happened and we may ask you for further information to help us reach a positive outcome. We'll give you regular updates. Once we've dealt with your complaint, we'll go back and see what we can learn from your experience to improve our service.
If you're unhappy with the outcome, UK Residents can ask the Financial Ombudsman Service (FOS) to carry out an independent review of your complaint. In any event, you have the right to ask the FOS to review your complaint if we've been unable to resolve it within eight weeks.
The FOS can help UK residents with most complaints if you are:
- A consumer
- A business employing fewer than ten persons that has an annual turnover which doesn't exceed €2 million
If you are unsure whether the FOS will consider your complaint, please contact them directly for advice. The service the FOS provides is free and impartial and contacting them at any stage of your complaint will not affect your legal rights. The contact details for the FOS are:
The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
Their phone numbers are +44 (0)300 123 9123 or +44 (0)800 023 4567. You can send an email to email@example.com