Complaints Procedure

Last updated: April 2025

1. Our Commitment

We are committed to providing a high standard of service. If you're unhappy with any aspect of our service, we want to hear from you.

2. How to Complain

You can submit a complaint by:

Please include your full name, claim reference number (if applicable), and details of your complaint.

3. What Happens Next

  • We will acknowledge your complaint within 3 business days
  • We will investigate thoroughly and aim to resolve within 15 business days
  • If we need more time, we'll write to explain why and provide a final response within 8 weeks
  • You will receive a written response outlining our findings and any remedial action

4. Financial Ombudsman Service

If you're not satisfied with our response, or if 8 weeks have passed without a final response, you can refer your complaint to the Financial Ombudsman Service (FOS):