Our commitment in handling complaints

To ensure that we can help you resolve your complaint, you may either send an email detailing the nature and cause of your grievance to [email protected] or by contacting our customer service hotline at +44 20 3474 0999.

Many concerns can be dealt with straight away but sometimes it is necessary for us to look into the matters you have raised in more detail. This may take some time and we may need to contact you to discuss the matter further. Once we have concluded our investigation and/or review we will provide you with a written response.

• Within five (5) business days from receipt of your complaint, we will send you a notification acknowledging receipt of the same, unless we are able to deal with it immediately. The notification will provide the person handling your complaint, the action and/or resolution taken, and a copy of this leaflet.

• Within fifteen (15) business days from receipt of your complaint, we will provide you with a final written response of the company’s resolution to your grievance. If you remain dissatisfied with the actions taken, the final response will also enclose a copy of the Financial Ombudsman Service’s (FOS) explanatory leaflet and an explanation that you may now refer your complaint to the FOS which you must do so within six (6) months.

• If we are unable to provide you with our response within the above-mentioned period, we will notify you in writing explaining why is this the case and indicate when a response will be sent.  Additionally, you will be advised of your right to take the matter to the FOS should you be dissatisfied with our progress.

The FOS deals complaints from consumers about financial matters, including, but not limited to:

• Bank accounts, payments and cards;
• Payment protection insurance (PPI);
• Home, car, travel and other types of insurance;
• Loans and other credit, like car finance;
• Debt collection and repayment problems;
• Mortgages;
• Financial advice, investments and pensions, among others.

The FOS looks at complaints impartially and seeks to make a fair and reasonable decision based on the facts on each individual case. There are some complaints that the FOS are generally not able to deal with, including:

• A firm’s use of its ‘commercial judgement;
• The actions of someone else’s insurance company;
• The way an investment has performed.

For more information about the FOS, you may visit https://www.financial-ombudsman.org.uk/. You may also contact them directly at 0800 023 4567 between 8am and 5pm, Monday to Friday – and 9am and 1pm on a Saturday or by sending them an email at [email protected].