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3 Jephson Court
If you are not satisfied with our service you have a right to make a complaint. Just get in touch with our Care team using the form or phone number above. If your complaint is submitted on a working day, we will try to resolve it within 24 hours. We will provide a final response within 2 working days, or issue an acknowledgment letter and copy of our complaints procedure within 5 working days. We will then have a maximum of 8 weeks under FCA regulations to deal with the complaint.
If you feel that the issue has not been resolved appropriately, then you may wish to refer your complaint to our trade association, the CFA, whose details can be found at www.cfa-uk.co.uk. Finally, as a last resort, you may wish to take your grievance to the Financial Ombudsman Service following their Consumer Complaints Guidance.
Need help? Speak to our team
Our customer services team at our UK call centre are on hand to deal with any queries you may have. You can also access your account online 24-hours a day via desktop, mobile or your tablet device.
Visit our Contact Page for more information.