If our service is not what you expected or we made a mistake, please give us a chance to sort things out by contacting us to let us know what the problem is. We will investigate what happened and we will try to put things right as quickly as possible.
You can contact us by email or phone:
Our Support team will determine if your grievance can be resolved immediately or if it will require further investigation. If your query cannot be resolved immediately, we remain committed to do so in a prompt manner - usually within 3 Business Days. If you are not satisfied with the response sent to you, then you may raise this further with the Compliance team by following the process indicated in the Official complaint section.
You can contact the Compliance team by email:
The complaint handling time limits differ, depending on the nature of your complaint:
If we do not respond within the prescribed time limits, or if you are unhappy with how we have dealt with your complaint, you can refer it to the Financial Ombudsman Service (FOS) by following certain steps outlined in their website. The FOS is an independent organisation that helps to resolve complaints.