If you have a complaint, we really want to hear from you so that we can put it right.
Let us know about the issue you have a complaint about
We recommend starting a chat with us in the app and letting us know what the issue is. The agent will log your complaint and try to help resolve the issue, if possible.
You can also raise a complaint via email at [email protected].
Accessibility - If you have specific communication needs, let us know and we'll do our best to help!
If we can’t resolve it, the complaint will be escalated for investigation
If the complaint isn’t resolved within 3 working days, then we will pass it to our complaints team for an independent investigation.
We will let you know when the investigation has started and may need to ask you for further information.
We’ll inform you of the outcome
We’ll always try and investigate complaints as quickly as possible however please be aware that we have up to 8 weeks to issue you our final response.
In our final response we will let you know whether your complaint has been upheld or not. We may also offer redress if we think that will put the issue right.
What if I’m unhappy with your response?
If you're not happy with our final response, or if it’s been more than 8 weeks since you complained to us, you can ask the Financial Ombudsman Service (FOS) to investigate the complaint on your behalf. This is free of charge but you have to do this within 6 months of the date of our final response.
How to contact the Financial Ombudsman Service:
By Post:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Phone: 0800 023 4567
Email: [email protected]
For more information please see the Financial Ombudsman Service's standard explanatory leaflet. If you wish to receive a hard copy of this leaflet, please contact them at 03001239123.
Questions
If you have any questions about our complaints process, please contact us at [email protected]