If you’ve already logged a complaint with us, you may have a few questions about what happens next.

When you submit a complaint, we take it seriously. Our team is dedicated to resolving your issue and together, we’ll work with you to find a solution.

Once we receive your complaint, it’s important that we fully understand and investigate the cause of your concern. We’ll be in touch within 5 working days to acknowledge your complaint and aim to get everything resolved as swiftly as possible and within a maximum of 56 days. A dedicated complaint handler will be assigned to your case and will keep you updated throughout.

Day 1-3

We’ll work with you to investigate your complaint and bring about an early resolution. If we successfully resolve your complaint within the first 4 days, we’ll send you a summary of the outcome

Day 4

If we can’t resolve your issue straight away, we may need more time to look into it further. We’ll keep you updated with the steps we’re taking and will work with you if we need further information.

4 weeks

If your complaint is not resolved within 4 weeks, we’ll write to you to explain why the issue is yet to be resolved and when you can expect to hear from us again.

8 weeks

We aim to resolve all complaints within a maximum of 8 weeks. If we haven’t provided you with a final response after 8 weeks, we’ll write to you to explain the reasons for the delay, provide you with escalation rights, and let you know when you can expect our final response. If you’re unhappy with our final decision, you have the right to refer your complaint to the Financial Ombudsman Service.

What happens after I'm assigned a complaints handler?

Your complaint handler will keep you updated on the progress of our investigation throughout. Once your case has first been reviewed, they might need to call you to discuss your complaint and get some more details. If we can't reach you by phone, we’ll send an email to the address we have on file which will include the name and contact details of your complaint handler if you need to get in touch.


My case has been closed but I have new evidence

If your complaint has been closed and you received a final response letter from us within the last 6 months but you feel you have new information/evidence to support your case, please call us on 0333 200 0030 or email [email protected].

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