Our Complaints Procedure

If you’re not completely happy with our products or service we’d like to hear about it so we can do something to put it right.
We do everything we can to make sure our customers get the best products and service possible, however, sometimes we understand that we may not get things right. When this happens, we want you to tell us what went wrong so we can put things right.

We want to:

  • make it easy for you to tell us what went wrong;
  • give your complaint the attention it deserves;
  • resolve your complaint without delay;
  • Provide you with the right outcome to your complaint

How & where to complain

If you are not satisfied with any aspect of our service or products
you can tell us in the following ways:

In person

Unit 2
Athelney Way
GL52 6RT

We are open Monday to Friday from
9.00am – 5.00pm and from
9.00am – 5.00pm on Saturday & Sunday by appointment

In writing

write to us at the address above and address your letter to The Customer Complaint Manager.
By telephone – call us on: 01242 228792 during our office hours and ask for the Customer
Services Department.

By email

Email us at [email protected]

The Financial Ombudsman Service

Our aim is to resolve all complaints internally. However, if after receiving our final response or if eight weeks have passed, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS).

Please note: Only complaints relating to the sale of financial services should be referred to FOS.

If you would like the Financial Ombudsman Service to look into your complaint you must contact them within six months of the date of our final response to you.
The Financial Ombudsman Service
Exchange Tower
London, E14 9SR
Telephone: 0800 023 4567
Email: [email protected]
Further information can be obtained from the Financial Ombudsman Service’s website at www.financial-ombudsman.org.uk