Your complaint will be acknowledged promptly in writing and we will do our best to resolve your complaint as quickly as possible.
Sometimes it may take longer to fully investigate and If a complaint is particularly complex, it may take longer to resolve. They will always try their best to respond to your complaint as quickly as possible and they’ll send you their final response no later than 8 weeks from when you first complained. If they cannot complete their investigation in this time, they will contact you to explain the delay and give you an indication of when to expect their response. If you’re unhappy with the progress of your complaint or not happy with the final response, at this point, you can refer it to the Financial Ombudsman Service.
The Financial Ombudsman Service will only deal with your complaint if you have given them the opportunity to put matters right.
If you want the FOS to consider your complaint, you must send your complaint to them within 6 months of the date of the final response. Their contact details are:
The Financial Ombudsman Service
Telephone: 0300 1239 123
calls to this number cost no more than calls to 01 and 02 numbers
Telephone: 0800 0234 567.
calls to this number are now free on mobile phones and landlines
Information regarding the service can be found on the Financial Ombudsman website:
In relation to your complaint you can also request a review from the European Online Dispute Resolution platform: http://ec.europa.eu/consumers/odr/