The simplest and quickest way to express your concern is to contact us, quoting your account number on 0344 770 8032, or email us at firstname.lastname@example.org.
If you are unhappy with our response, you can pursue your complaint with the Financial Ombudsman Service which can be contacted by post at:
by email at email@example.com
or by telephone on 0800 023 4567.
Alternatively you may be eligible to seek online dispute resolution via the European Commission, whose website may be accessed at ec.europa.eu/consumers/odr/.
We take complaints seriously and we want to assure you that we will investigate your concerns thoroughly and fairly. Therefore, we will:
Your complaint will be assigned to a designated complaint investigator who will thoroughly investigate all of your concerns. You may be contacted during this phase if we feel that we require more information, this may include evidence to support your case, such as proof of bank charges, proof of payments made, or other items that can verify the points you have raised. If you feel you have information which you believe is relevant to your complaint please forward this to us to enable us to take it into consideration in our investigation.
If we are unable to complete our investigation and provide you with a final response within four weeks of receiving your complaint, we will write to you and inform you of our progress. We aim to resolve your complaint at the earliest opportunity and will send you our final response within eight weeks of us receiving your complaint explaining our decision fully.
In the unlikely event that we are unable to issue a final response to your complaint within eight weeks of us receiving it, or if after receiving our final response you remain unhappy with our decision, you may be able to refer your case to the Financial Ombudsman Service, free of charge. We will give you details of how you can do this when we send you our final response, however, we have also included their contact details below:
Financial Ombudsman Service
Tel No: 0800 023 4567