We value your business and we want you to be entirely satisfied with the service you receive.
Even the best organisations sometimes make mistakes, and if we do, or we fail to meet your expectations in some other way, we want the opportunity to put things right as quickly as we can. In addition we will take steps, where appropriate, to prevent a recurrence. We do our best to provide a quality service, but if you do have cause for complaint, we will equally do our best to deal with it to your full satisfaction.
To help us do so quickly and efficiently, please contact us with:
- Your name, address, phone number and email address
- Your account number
- Whats gone wrong
- What you would like us to do to resolve the issue
For ALL complaints please email the following address: firstname.lastname@example.org We can only acknowledge and answer complaints that are emailed to this address. Your complaint can ONLY be answered or replied to by using email@example.com. If you email, phone or write to any other address your complaint will unfortunately not be registered and will not be answered so please use the correct email address.
What you can expect from us
Our aim is to ensure you feel we have handled your complaint fairly and that you are fully satisfied with the outcome. If we cannot resolve your complaint immediately, we will send you a prompt acknowledgement of your complaint within 3 days of receipt, we will undertake a full investigation addressing all the points you raise and will do our best to reply to you with our written response by post or email within 30 business days.
If we need more time to look into your complaint, we will: – tell you who is personally dealing with it – keep you updated on our progress – provide you with a written explanation of the reasons for the delay and tell you when we will respond in full with our final response in any event within 8 weeks of your original complaint.
If you’re not happy with the decision we’ve taken on your complaint or our final response and wish to take it further, you can ask the Financial Ombudsman Service to check if your complaint falls under their jurisdiction. This is a free, independent service for resolving disputes between customers and financial services institutions. You’ll need to contact them within 6 months of the date of our final response letter, and they’ll ask to see the letter as summary of our investigation of your complaint.