MakingAComplaint
We try to deliver the best service possible - but in the unlikely event you wish to make a complaint, we can make it as simple as possible.
Registering a complaint - fast and easy
We pride ourselves on the services we provide to our clients and we hope that you do not have cause to complain. In the unlikely event that you are not satisfied about something we have or haven't done, we have a set procedure to follow.
Some clients are able to take unresolved complaints to the Financial Ombudsman Service (FOS).
You can contact FOS using the various methods below and we have provided a brief guide to their service.
http://www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm and a link to their website here.
By phone
Monday to Friday – 8am to 8pm and Saturday – 9am to 1pm
- 0800 023 4 567 (calls to this number are now free on mobile phones and landlines)
- 0300 123 9 123 (calls to this number cost no more than calls to 01 and 02 numbers)
- or from abroad on +44 20 7964 0500
By post
-
The Financial Ombudsman Service
Exchange Tower
London E14 9SR
The European Commission have an online dispute resolution (ODR) platform available (see link below), which allows consumers who have a complaint about a product or service bought online to submit the complaint using the platform. It will facilitate resolution of complaints rather than actually resolving them.
https://webgate.ec.europa.eu/odr/main/?event=main.home.show
Complaints submitted to the platform will be dealt with by approved alternative dispute resolution (ADR) providers such as the Financial Ombudsman Service (the ombudsman service). The European ODR Regulation requires firms to provide certain information to consumers about the ODR platform.
