We will do everything we can to resolve your complaint as quickly as possible and will keep you up to speed on our progress.

When you submit a complaint you will receive an acknowledgement in 72 hours with your case number and the name of the person who will handle your complaint. They will contact you to ensure we have the right information to investigate your case.

We aim to resolve your complaint as soon as possible but if there are any delays then we will provide you with an update by either telephone or email detailing the reasons for the delay and a date by which we hope to have the problem resolved.

In the event that we can't reach a solution after eight weeks, we will send you our final response letter. The letter will include contact details for the financial ombudsman service and explain how you can refer your complaint to them if you are unhappy with the outcome of your complaint.

The financial ombudsman will only become involved with your complaint after we have had the chance to examine the issue. However, you can contact them at any stage once we have looked into your complaint up to six months from the date of our final response to you.