We take your feedback seriously. If something wasn’t as good as it should have been, we’d like to put things right. We promise to:
promptly acknowledge that we have received your feedback or concern
work with you to address your complaint as quickly as possible
aim to resolve your complaint within 10 working days.
If you are not satisfied with the outcome, you have the option to escalate the matter to our senior management team for further review.
What if you're still not happy with the outcome?
Occasionally, disputes prove difficult to resolve. If we can’t come to a resolution, this is called reaching deadlock. You can request a letter of deadlock from us if you feel we’ve reached this stage.
If we’ve reached deadlock, you do have the option of contacting our external dispute resolution provider, Financial Services Complaints Limited. We abide by the ruling of FSCL on all customer cases.
Financial Services Complaints Limited (FSCL) can be contacted on: