• We will promptly acknowledge the complaint in writing upon receipt
  • We will investigate the complaint and provide a holding response or final response within an eight -week period from date of receipt
  • We will endeavour to send a final response within eight weeks of receipt of the complaint. If we are unable to provide a final response within this time frame, we will write to the client explaining why and advise when they can expect a final response
  • If more than eight weeks from the date of the complaint has passed and the client hasn’t received a final response, or they are dissatisfied with the final response received (at any stage of the process), they can write to:

The Financial Ombudsman Service (FOS)
Exchange Tower
E14 9SR