How the process works
We'll acknowledge complaints promptly and we'll give you the name and contact details of the person (an impartial representative) dealing with your complaint once the investigation begins.
If we're able to resolve your complaint within 3 business days of receipt and you agree with the outcome, we'll send you a summary resolution.
If it takes longer than 3 days, we'll provide you with an update within 5 business days of receiving your complaint. We'll then continue to update you on a regular basis.
If we've resolved your complaint inside of 8 weeks, we will send you a final response. The final response will include details of the complaint and the results of our investigation.
If we can't resolve your complaint within 8 weeks we'll send you a written response telling you:
why we haven't been able to resolve it
when we expect to have a resolution
If you're still unhappy
If you are unhappy with our final response or 8 weeks have passed since you made your complaint and we haven't resolved it, you can refer your complaint to the Financial Ombudsman Service or the Pensions Ombudsman. You must do this within 6 months of the date of our summary resolution or written response to you.
We pride ourselves on the service that we deliver — but sometimes things can go wrong. When we make a mistake we'll try to put it right as soon as possible, and make sure it doesn't happen again.