Legal
Making a complaint
If something hasn't gone right, we want to hear about it and put it right.
How to complain
Email us at [email protected] with "Complaint" in the subject line. If you'd rather talk it through, say so in your email and we'll call you.
Please tell us your name, how we can contact you, and what went wrong. If you'd like a particular outcome, tell us that too.
What happens next
- We acknowledge your complaint within 5 working days, and tell you who is looking into it.
- We investigate fairly, looking at our records and any calls or messages.
- We send you our response in writing, explaining what we found and what we'll do about it. We aim to do this within 4 weeks, and always within 8 weeks. If it takes longer than 4 weeks, we'll write to explain why.
Complaints about financial advice
We don't give financial advice. If your complaint is about advice or a service from an adviser firm we introduced you to, please complain to that firm directly. They must follow the FCA's complaint rules. If you're not happy with their final response, or they haven't replied within 8 weeks, you may be able to take your complaint to the Financial Ombudsman Service for free.
If you're not sure who to complain to, contact us and we'll help.
Complaints about your personal information
If your complaint is about how we've used your personal information and you're not happy with our response, you can contact the Information Commissioner's Office.