Complaints

Once we have completed our investigation, we will send you a final response to your complaint. The final response letter will include:

— a summary of our investigation and findings;
— a decision of whether the complaint is being upheld or not. In either case we will outline our rationale of why;
— if relevant, details of redress. We will also outline the amount along with an explanation of rationale; and
— the options available to you should you remain dissatisfied. This will note that you may be able to refer your complaint to the Financial Ombudsman Service or take civil action

Along with our final response letter we will enclose a either a copy of, or a link to the Financial Ombudsman Service explanatory leaflet and advise you that, if you decided to do so, you must refer the matter to the Financial Ombudsman Service within six months of the date of our final response letter, in order for them to have our permission to consider your complaint.

If we have determined that redress is due to you, we will also enclose an acceptance form. To initiate this payment, we require you to complete and return the acceptance form.

In limited cases we may not be able to fully respond to your complaint within 8 weeks from the date of receipt. In these circumstances, we will write to you outlining why and when we expect to be able to provide a final response. If this is the case our letter will also outline that you may be able to refer the complaint to the Financial Ombudsman Service.