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We want to give you superb customer service but sometimes
things might go wrong.
We can usually resolve most issues straightaway, so
please Email Us or call on +44 (0)800
612 6114 to tell us how we can help. If calling, please leave a message if we are not able to take your call straight away.
What you'll need to tell us so that we can help you:
Your personal details
What's gone wrong and
What you want us to do to put things right
Within 3 working days we will either have a resolution or be in touch to let you know what will happen next. 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 decision. We'll give you regular updates. And once we've dealt with
your complaint, we'll go back and see what we can learn from your experience.
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 8 weeks.
The FOS can help UK residents with most complaints if you
A business employing fewer than 10 persons that has an
annual turnover that 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
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 also send an email to:
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