Complaints Handling Process

Complaints Handling Process

Procedure for making a complaint

We pride ourselves on providing an exceptional level of customer service. If you are not satisfied with the service which was provided by us or one of our representatives, we would welcome your feedback.

Please contact us on 0800 272836 or email us on to make a complaint.

Received Complaints

When your complaint is received our complaint handling representative will be in contact with you within the next three business days. The complaint representative will investigate the information provided by you and all other relevant information.

Our business hours are listed below. If you send us email or leave us a message outside these hours we will contact you the next business day.

We aim to resolve a complaint within 3 working days, although a longer time frame may be required depending on the nature of the complaint.

Decision Made

Once there is an outcome on your complaint, our complaint handling representative will call with a summary of the findings. You will also be emailed a copy of this. Please let the complaint handling representative know if you are satisfied with the solution offered within five working days, from the date of the decision notice so that any necessary action can be taken.

What happens if you are not happy with the solution?

We are a member of the Financial Disputes Resolution (FDR). You may contact FDR within three months from the date of the decision made, if you wish to pursue matters further.

You can contact the Financial Disputes Resolution Service either online or by phone on 0508 337 337.

If you wish to learn more about the service that FDR provides, please visit

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