Any complaint, whether made in writing or verbally, is immediately referred to our Complaints Officer. We also record any complaint we receive. Our Complaints Officer is responsible for ensuring that we thoroughly investigate any complaints.
Complaints Officer: Mrs Sharon Peel
Tel: 01675 463285 ext 201
All complaints will be acknowledged by the Complaints Officer in writing within five business days of receipt.
This acknowledgement letter will also contain our understanding of the complaint and will ask you to confirm in writing that you agree with our understanding of the matter.
If the complaint can be resolved within the five day deadline, the acknowledgement letter will outline the result of our investigation.
If our investigation has not been completed within the five day deadline, our acknowledgement letter will confirm that we will:
If, for any reason, our investigation is not concluded within eight weeks, the Complaints Officer will write to you again, informing you of the reasons for the further delay and advising that if you are not satisfied with our progress you may refer the complaint to:
The Financial Ombudsman Service, if the complaint is service related.
This letter will also point out that such a referral should be made within the next six months or you may lose that right. Our letter will include the address, email and telephone number of the Regulators.
Immediately on completion of our investigation the Complaints Officer will write to you notifying you of the outcome of our investigation, and the nature and terms of any settlement (if applicable). Any compensation we offer will be fair and the basis of the calculation will be explained.
Monday to Friday, 8am to 9pm and Saturday 9am-1pm
The Financial Ombudsman Service