If you wish to complain about any aspect of our dealings with you please do so, explaining the nature of your dissatisfaction preferably in writing or, alternatively, by some other means (eg e-mail) and addressing the complaint to a named director or manager.
We will acknowledge the complaint in writing at the very latest within five business days of receipt and will investigate the matter thoroughly. The person responsible for investigating the complaint will be a director or senior manager and he/she will not have been directly involved in the subject of the complaint.
We will attempt to give you a final response within four weeks of receiving your response, either accepting responsibility and offering redress of some description, or rejecting the complaint. However, if we are unable to resolve the matter within this timescale we will write to you after four weeks informing you of this and when we will be contacting you again (which will be within a further four weeks).
By the end of eight weeks after the receipt of the complaint we will have made every effort to have given you a final response, or in the unlikely event that we are unable to do so we will explain why. After this period, whether we have given you a final response or not, you may refer the complaint to the Financial Ombudsman Service if you are in any way dissatisfied with our final response or the delay of over eight weeks in providing one.