If you are unhappy with the treatment you have received from us or believe that our processes were not correctly followed, there are several options available to you:
Letting Us Know Something Has Gone Wrong
If you have concerns about your experience with us, we would welcome your feedback and the opportunity to learn from it and to make things right.
To do this, you can email firstname.lastname@example.org. This email address can be used for all types of feedback, both positive and negative, as well as to make suggestions about areas where we can improve.
We aim to respond to feedback messages within 1-2 working days, and will let you know if we need longer in order to investigate your concern.
Making a Formal Complaint
If you believe that you were treated unfairly, or that the appropriate policies or processes were not followed in your case, you have the right to make a formal complaint to us by emailing email@example.com
Formal complaints are handled directly by a senior member of staff who is organizationally separate from the frontline team. They will acknowledge your complaint within 3-4 working days of receiving it, and carry out an internal investigation. They will also contact you for additional information if needed.
After concluding their investigation, they may make an offer of compensation or an apology, which you may or may not wish to accept.
The Financial Ombudsman Service
If you are still not satisfied with the outcome of your complaint, you are entitled to contact the Financial Ombudsman Service (FOS). They are a fully independent body that will investigate the complaint and make a final decision on the outcome.
You need to have reached the conclusion of our Formal Complaints process before contacting the Ombudsman.