As many complaints can be resolved with a simple conversation, your first point of contact should always be our customer contact centre, who can be contacted at:
raise your complaint with our complaints officer, who can be contacted at:
In your communication to our complaints officer, please provide clear details of your dispute and your return contact details. The complaints officer will investigate the matter and provide you with a final response within 21 days of the initial complaint detailing:
If you are not satisfied with our response, you may refer the complaint to our external dispute resolution scheme. The external dispute resolution scheme to which we belong is the Credit & Investments Ombudsman, who can be contacted at;
You will not be charged for using any of the services mentioned in this document. at;
As a part of our commitment to providing the best possible service to you, all complaints will be dealt with in a professional and just manner. If you feel we have not addressed your complaint in a satisfactory manner, we encourage you to bring this to our attention.