Dog & bone: Monday - Friday 8.30am - 5.00pm on 0344 543 1050.
Email: firstname.lastname@example.org (remember to double check what you’re sending and the security settings you apply!)
Post: Customer Relations Department
A1 Barnet Way,
Give us as much info as you can about your complaint - and tell us what you’d like us to do to put things right.
We aim to get everything sorted within 4 days. If we can do this, we’ll send you a summary resolution communication to confirm we believe your complaint has been resolved.
If we can’t get it done and dusted within 4 days, we’ll send you a letter formally acknowledging your complaint. We’ll keep you in the loop with what we’re doing and will get straight back in touch if we need any more info to complete our enquiries. Wherever possible, we’ll aim to have everything resolved within 8 weeks of receiving your complaint - as required by the Financial Conduct Authority. Once we’ve completed our investigations, we’ll hit you up with a final decision.
If you have any new info that you feel could change our decision, just let us know.
If you still feel we’ve got it wrong, you can take your complaint to the Financial Ombudsman Service. This must be done within 6 months of the date of our summary resolution communication or final decision letter. If the complaint is made to the Financial Ombudsman Service beyond this, the Ombudsman will not have our permission to consider your complaint - and so will only be able to do so in very limited circumstances (e.g. if the Ombudsman believes that the delay was as a result of exceptional circumstances).
Financial Ombudsman Service
We always try to resolve any complaint to put things right. However, if you’ve already contacted us and we haven’t resolved your complaint to your satisfaction, you might want to use the European Commission's Online Dispute Resolution service. This is an online portal designed to help consumers who’ve bought goods or services online to conduct dispute resolution.