The FCA deadline date of 29 August 2019 for submitting PPI mis-selling or commission complaints has now passed. New complaints will not be considered unless you can submit a significant reason for being unable to complain prior to the PPI deadline of 29 August 2019, or you’ve received correspondence from us advising you to submit a complaint about […]
If you’re not happy with our final decision about your complaint, you may be able to refer your complaint to the Financial Ombudsman Service (FOS). The Financial Ombudsman Service acts as an independent and impartial organisation which helps to settle disputes between consumers and financial services businesses. The FOS is only able to investigate your […]
Yes, you can. If you employ a solicitor, claims management company or a third party (e.g. a financial advisor) to handle your complaint, we’ll investigate your complaint in the same way as we would if we were dealing with you directly. Please be aware that:
Our final response letter will tell you that if you remain dissatisfied with our response you may refer the complaint to the Financial Ombudsman Service within 6 months of the date of our final response.
We will provide a full response as soon as possible but no later than 8 weeks from the receipt of your complaint. If we don’t resolve your complaint within 8 weeks we will write to you with an update and let you know how to take your complaint to the Financial Ombudsman Service should you […]
If we are unable to resolve your complaint within 3 business days following the day on which it is received, we will send you an acknowledgment letter. If, by 4 weeks after your complaint is received, we are unable to provide a final response, we will inform you and indicate when we expect to be […]
We value our customers highly and aim to provide a positive experience, from the proposal right through to the final payment and beyond. The fair treatment of our customers is very important to us. If you are less than satisfied, we want to know so that we can put things right. For more details please […]
You should contact us for assistance as soon as possible by submitting a Satisfactory Quality Complaint. We will guide you through the remedies that are available to you under the Consumer Rights Act 2015. The remedies available could include the following, depending on the time that has passed from the point of sale: You can also […]