We do our best to resolve problems as soon as you get in touch with us. When that is not possible, we will fully investigate all the details of your complaint and aim to come to conclusion quickly, keeping you updated in the process.
If, after we have done everything we can to help, you are not satisfied with our final response, or if eight weeks have passed since you first raised your complaint, you can refer it to the Financial Ombudsman Service. You have six months from the date of our final response to refer your complaint to them. Their contact details are:
The Financial Ombudsman Service
Exchange Tower, London, E14 9SR
Free phone: +44 20 7186 2600
Low-cost phone: 0300 123 9123
If you live outside the United Kingdom or if you prefer not to deal directly with the Financial Ombudsman Service, you may be able to submit a claim through the European Online Dispute Resolution Platform. For more information please visit http://ec.europa.eu/odr.