Complaints Policy

Do You Have a Complaint?

If you feel something isn't right then please let us know by emailing us at

If you would prefer to telephone or write then please use our details on our contact page.

We believe you deserve a courteous, fair and prompt service. We strive to treat all our customers fairly. If there is an occasion when our service does not meet your expectations please contact us to help us deal with your issue quickly and effectively. As an FCA regulated firm we are obliged to follow best practices and FCA Guidelines.

When we receive your complaint we will respond within 7 business days via email or if the complaint was by letter, the reply will be sent first class on the 7th business day after the complaint was received.

We will acknowledge the complaint within 5 business days of receiving it and keep you informed of progress and do our best to resolve matters to your satisfaction within 8 weeks.

If we are unable to do this you may be entitled to refer the complaint to the Financial Ombudsman Service (subject to various conditions e.g. you cannot be a large charity or trust or business of certain size).