Our goal is to provide excellent service to all our customers. We take all complaints seriously and aim to resolve all problems as soon as we can.
If you are not happy with the service that we have given, please email us at firstname.lastname@example.org or write to us at:
24 Castle Street
We aim to resolve your complaint as soon as possible, however sometimes things can take a little more time. We may ask you for further information to allow us to better understand your concerns.
How we will deal with your complaint:
Your complaint will be investigated upon receipt and we will try our best to resolve it as soon as we can.
If your complaint remains unresolved after the close of 3 business days following receipt, we will acknowledge your complaint in writing within 5 business days.
Final or other response
Within eight weeks of receiving your complaint we will send either a final response providing you with the details of our findings, or; a written response explaining why we may not be in a position to make a final response and an indication of when we expect to be able to provide one.
If you are not satisfied with our final response, you have the right to complain to The Financial Ombudsman Service. You must do this within six months of receiving our final response.
Financial Ombudsman Service Exchange
Tower Harbour Exchange
Telephone: 0800 023 4567