We want you to be happy with our service. If something has gone wrong, please tell us, we take complaints seriously and will try to put things right.
Last reviewed: [date]
You can make a complaint by email at [email@domain], by phone on [phone], or by post at [address]. Please give us your name and contact details, what happened, and what you would like us to do to put it right.
We will acknowledge your complaint promptly and look into it fairly. We aim to resolve complaints quickly, and in line with Financial Conduct Authority rules we will send you our final response within eight weeks of receiving your complaint. If we need longer, we will explain why and tell you when to expect a response.
If we cannot resolve your complaint to your satisfaction, you may be able to refer it to the Financial Ombudsman Service, a free, independent service for settling disputes. You can contact them at financial-ombudsman.org.uk or on 0800 023 4567. [Confirm your eligibility and referral wording once your FCA status is in place]
If your complaint is about how we have handled your personal data, you can also contact the Information Commissioner’s Office at ico.org.uk or on 0303 123 1113.
Whatever the outcome, remember that free, impartial debt advice is always available. See our contact page for a list of free services, including options that cover Northern Ireland.