You can make a complaint to us in a number of ways:
Please provide us with as much information as possible so that we can understand and investigate your complaint efficiently. This information should include:
** Please be aware from your statement of fact should it appear likely that you purposely withheld information or gave us information you knew to be false on your account application we may enter an investigation into whether the Signup was indeed fraudulent and if so, may pass the details over to the Police Action Fraud hotline for investigation.
We will endeavour to resolve your complaint quickly; however, this might not always be possible. In that event we will send you a written or electronic acknowledgement of your complaint within 5 business days of receipt. Within eight weeks of receiving your complaint, we will endeavour to provide you with a Final Response Letter. If, however we are not in a position to do so we will write to you explaining why we are still unable to give a final response, giving the reasons for the delay, indicating when you should expect to receive a final response and providing details of your right to refer your complaint to the Financial Ombudsman Service, if you are dissatisfied with the delay.
Should your complaint be partially or fully upheld, then any redress owed to you will firstly be offset against any debts owed to us, and thereafter will be paid directly to you. We will never pay any redress to any third party or claims management company regardless of their terms and conditions or any contractual agreement you may have made with them.
If after complaining to ourselves and receiving our Final Response Letter you are still not satisfied, then you can refer the complaint to Financial Ombudsman Service for further advice and guidance – this must be done within 6 months of your receipt of our Final Response Letter.
For further information on how your personal data is used, stored and retained please refer to our privacy policy on the homepage.
In writing: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
By telephone: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
Online: https://www.financial-ombudsman.org.uk
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