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 on email@example.com or call us on 0207 590 9643 to tell us how we can help.
What you'll need to tell us so that we can help you:
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
3 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 an outcome. 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 to
improve our service.
- Your personal details,
- What's gone wrong and
- What you want us to do to put things right.
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 are:
The Financial Ombudsman Service
- A consumer
- 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 are:
South Quay Plaza
183 Marsh Wall
Their phone numbers are 0300 123 9123 or 0800 023 4567.
You can send an email to: firstname.lastname@example.org