We’ll always do our very best to create a great experience for you. If our service ever misses the mark, you can let us know in one of two ways.
First, you can provide informal feedback for us to take on board. Reach out at 0330 808 1791, at [email protected], or via webchat on the website.
Feedback can be positive or negative. Our team uses your feedback to improve the service we offer or give kudos to team members who’ve made your time with us great.
Second, you can make a complaint. Making a complaint is a formal process that follows a set series of steps. This is to make sure we’re hearing you out, getting all of the information we need, and getting back to you with a fair outcome.
You can lodge a complaint through the following channels:
On our webchat
Phone us on 0330 808 1791
Email us at [email protected]
Write to us at: Complaints, Gen H, 1 Old Street Yard, Office 2.02, London, EC1Y 8AF
Once we receive your complaint, we’ll work with you to investigate your complaint and if it’s upheld, find a fair solution as redress for your trouble.
If you’re not happy with the resolution we arrive at, you can take your complaint to the Financial Ombudsman Service (FOS) within six months. They’ll work with you and us to sort out your complaint.
If you wait longer than six months, they won't have our permission unless in exceptional circumstances.
How do I complain to the Financial Ombudsman Service?
You can fill out the Financial Ombudsman Service online form here: https://www.financial-ombudsman.org.uk/make-complaint.