Service delivery is central to any business which is why we treat complaints from our customers seriously, helping us to continuously improve the products and service we provide.
We constantly strive to ensure that customers are treated fairly and having a robust complaints procedure is integral to this philosophy, ensuring that in the unlikely event that you have need to complain, that it is investigated thoroughly, in a transparent manner, and within prescribed time limits.
We will endeavour to resolve all complaints as soon as is reasonably practicable and will ensure that complaints will be dealt with by a person of reasonable competence. Complaints can be notified to any staff members both in written and verbal form. Otherwise should you wish to submit a complaint you can address it to:
The Complaints Officer
116-118 Holywood Road,
If unable to quickly resolve your complaint, we will, within 5 working days of its receipt, issue a written acknowledgement providing the contact details of the staff member assigned to handle your complaint. This acknowledgement will summarise your complaint as understood, advise how the complaint will be progressed and provide an estimated timeline as to when you should receive our final decision/response.
Our aim is to issue our 'Final Response' within 4 weeks of receiving your complaint. In the event that this is not possible due to further investigations being required, this 4 week letter will constitute a holding response allowing us a further 4 weeks to conclude our complaint review. At the expiry of this extended 8 week period we will then write to you with our Final Response, either accepting or rejecting your complaint, with a full explanation of the reasons for our decision.
If for any reason we have not provided you with our final response within the stipulated 8 week period, or you otherwise remain dissatisfied with our decision on your complaint, you have the right to refer the matter to the Financial Ombudsman Service (FOS):
The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London, E14 9SR
Tel: 0845 080 1800
Your referral to the Ombudsman must be made within six months of our Final Response.
If you require any further information please contact our Nominated Complaints Officer using the details listed above.