• Submit Your Complaint
• Getting Back to You
• Final Response
• If You Are Not Satisfied

We are sorry you have felt the need to complain

However, letting us know when you are unhappy gives us the opportunity to put matters right for you and improve our service for everybody.

To help us respond appropriately and help you in the quickest manner, please provide us with the following:

• A description of your concern
• What you'd like us to do to put things right
• Your name and address
• A daytime phone number and best time to contact you
• Your account details (for confidentiality reasons, only send your agreement number)
• Any relevant reference numbers we have given you before

We've created a form to help you collate the information

Often, it's easier to put things down in writing, so you can collect your thoughts and make all the points you wish to make. Here's our Complaints Form. No matter how you communicate with us, we will listen and act on your needs. As you would expect, if you complain using the telephone, the faster we'll be able to try to get you back to normal.

What happens next?

There is a standard procedure for managing all complaints which is regulated by the FCA, here are the key steps:

• You submit your complaint
• We respond
• Final Response
• If you are not satisfied