If you have a complaint about any aspect of our service then we would like to hear from you. You can contact us by telephone or in writing, using the details in the ‘Contact Us’ section. 

To help us to investigate and resolve your concerns quickly, please initially contact the department you have been dealing with. To assist us further, please provide:  

• Your full name and address 

• A daytime contact telephone number  

• Full details of your complaint  

• Any relevant account details  

• Details of what you would like us to do to put things right 

• Photocopies of any relevant paperwork  

We aim to resolve your complaint within three business days of receipt. If we do, we will write to you by email or letter to confirm the resolution and explain your next steps. 

If we cannot resolve your complaint within this timeframe, we will acknowledge it in writing within five working days and provide contact details of the person managing your complaint. 

We may request further information to understand your concerns fully. Once our investigation is complete, we will share our findings and, if appropriate, explain how we will put things right. 

If we are unable to send a final response within four weeks, we will contact you by letter or phone to explain the delay and when you can expect further updates. 

For complex complaints, we will keep you informed of progress. If a final response cannot be provided within eight weeks, we will confirm this in writing and provide an expected timescale for resolution. At this stage, if you remain dissatisfied, we will explain to you what you can do next. 

For some complaints you may be able to refer your complaint to another organisation, such as the Financial Ombudsman Service. 

In our response we will advise you as to what you can do if you are not satisfied with our final response and what organisation you can refer your complaint to.  

For some complaints you have the right to complain to the Financial Ombudsman Service, within six months of our final response. If this applies to you, we will also provide you with a copy of The Financial Ombudsman Service’s explanatory leaflet when we send you our final response. Further information is available at: www.financial-ombudsman.org.uk. 

For complaints relating to our insolvency services, you will be able to complain to the Insolvency Gateway which is managed by the Insolvency Service. If this applies to you, we will send information about this to you in our final response. Further information is available at Complain about an insolvency practitioner - GOV.UK. 

We will occasionally update our complaints policy. We encourage you to periodically review our policy to be informed of how we use your information.

This complaints policy was last updated 6th October 2025.