Please send us a secure message using the Inbox feature within your account. This will help us respond with information specific to you.
What happens next
You’ll receive a prompt written acknowledgement of your complaint.
We aim to resolve your complaint as quickly as possible, but it may take up to 8 weeks.
You’ll receive regular updates during our investigation.
If you agree with our outcome and we’re able to resolve your complaint within 3 business days, we’ll write to you to confirm closure of your complaint.
Final response
You’ll receive a final response if we resolve your complaint within 8 weeks. This will include details of the complaint and the results of our investigation.
If we cannot resolve your complaint within 8 weeks, we'll write to you explaining the reasons for the delay. We’ll continue keeping you regularly updated while we seek a resolution for your complaint.
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.
Complaints data
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.