COMPLAINTS

We will aim to resolve your complaint by the close of business on the third business day following receipt of the complaint. By resolve, we mean you have indicated acceptance of a response from us, with neither the response nor acceptance having to be in writing.

If your claim cannot be resolved within this timeframe, we shall acknowledge receipt of your complaint, in writing, within 3 business days of it being made.

Within 8 weeks from the date of receipt of your complaint, we confirm you will receive a written final response from us that either:

(a) accepts the complaint and, where appropriate, offers redress or remedial action; or
(b) offers redress or remedial action without accepting the complaint; or
(c) rejects the complaint and gives reasons for doing so; or
(d) explains why we are not in a position to make a final response and indicates when we expect to be able to provide one.

If, after our final response has been received, you are not satisfied with the outcome, you may be able to refer the matter to the Financial Ombudsman Service (FOS), provided you are an eligible complainant. At this juncture we will advise you whether we are prepared to waive the referral time limit rules and we will discuss what this means to you should we reach this stage.