Complaints Procedure

These service standards do not apply where we have been able to resolve your complaint by close of business on the business day following its receipt.

What is a complaint?
A complaint is defined by the FCA as:
“any oral or written expression of dissatisfaction, whether justified or not, from, or on behalf of, a person about the provision of, or failure to provide, a financial service or a redress determination, which:
(a) alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience; and
(b) relates to an activity of that respondent, or of any other respondent with whom that respondent has some connection in marketing or providing financial services or products, which comes under the jurisdiction of the Financial Ombudsman Service.”

Our commitment to you
We undertake to treat all complainants equally and fairly regardless of whether or not they are entitled to refer to the FOS.

We will send you written acknowledgement of your complaint within five business days of its receipt, giving the name or job title of the individual handling the complaint for us (together with these details of our complaint handling procedures).

If we are able to complete our investigation of your complaint and provide a final response within five business days of receipt of your complaint we will include our findings in our acknowledgment letter.

A final response is a written response from us which:

  • Accepts your complaint and, where appropriate, offers redress OR
  • Offers redress without accepting the complaint OR
  • Rejects your complaint and gives reasons for doing so

If we are not in a position to investigate and respond within five days we will first send you the acknowledgement letter referred to above and then, within four weeks of receiving your complaint, send you either:

  • A final reponse OR
  • An interim response, which explains why we are not yet in a position to resolve your complaint and indicates when we will make further contact (which must be within eight weeks of receipt of your complaint)

If we have sent you an interim response, we will, by the end of eight weeks after receipt of your complaint, send you either:

  • A final response OR
  • A response which:
    - Explains that we are still not in a position to make a final response, giving reasons for the delay and indicating when we expect to be able to provide a final response
    - Informs you that you may refer your complaint to the FOS if you are dissatisfied with the delay and encloses a copy of the FOS's explanatory leaflet

Ending the complaints
You may accept our response and/or withdraw your compliant at any time during this process, even if we have not yet issued a final response. We ask that you confirm this is writing.

If we cannot resolve your complaint
Our final response letter will inform you that, if you remain dissatisfied with our response, you may refer your complaint to the Financial Ombudsman Service (FOS). The usual time limit for referrals to the FOS is six months from the date we issue our final response.

Contact FOS by telephone 0300 123 9 123 or 0800 023 4567
Monday to Friday – 8am to 8pm
Saturday – 9am to 1pm
or email

Further information is available regarding the FOS at

An eligible complainant for FOS purposes would be:
1. a consumer; or
2. a small business at the time the complainant refers the complaint to the firm (with an annual turnover of less than £6.5 million; and employing fewer than 50 person or having a balance sheet total of less than £5 million; or
3. a micro-enterprise (an enterprise that employs fewer than 10 persons; and has a turnover or annual balance sheet that does not exceed €2 million) at the time the complainant refers the complaint to the firm; or
4. a charity which has an annual income of less than £6.5 million at the time the complainant refers the complaint to the respondent; or
5. a trustee of a trust which has a net asset value of less than £5 million at the time the complainant refers the complaint to the respondent; or
6. a Consumer Buy-to-Let (CBTL) ; or
7. A guarantor; i.e. an individual that has given a guarantee or security in respect of an obligation or liability of a micro-enterprise or small business as at the date that the guarantee or security was given.

If the matter to which your complaint relates is the responsibility of another firm (for example an insurer), we will pass details to them, in writing, within five business days of receipt of your complaint and write to you to advise you of this.

Lloyd's of London Policies

If your complaint is about a Lloyd’s of London policy of insurance you are entitled to refer the matter to the Complaints team at Lloyd’s.  Full details of Lloyd’s complaints procedures are available at and the Complaints team’s contact details are as follows:

Lloyd’s, Fidentia House, Walter Burke Way, Chatham Maritime, Chatham, Kent, ME4 4RN

Telephone: +44 (0)20 7327 5693

Fax: +44 (0)20 7327 5225 


Updated: 01/04/19