Complaints and feedback

Here you will find all you need to know about making a complaint or giving us feedback. Of course we love positive feedback, but we also want to hear about how we can improve, and how we can make our products and services better.

Making a complaint

If you're not happy, we're not happy. We're committed to meeting your needs, and building a positive relationship with you - but we realise there will be times when, for whatever reason, we may fall short.

If this happens, let us know straight away, so we can find ways to resolve your problems or concerns as quickly and thoroughly as possible.

Once you've told us about your complaint we will:

• pass it to an expert complaint handler
• acknowledge your complaint in writing within five working days
• carry out a full investigation
• reach our decisions carefully and explain them in full to you
• ensure you are treated fairly
• listen to your feedback and ensure we learn from our mistakes

Ways to contact us

When you get in touch, please tell us your name, address, and your policy or reference number if you have one, together with full details of your complaint or feedback. This helps us investigate and process your complaint more precisely and efficiently.

Complaints about independent advice

If your complaint is about any independent advice you received from an adviser, you will need to contact the adviser that gave the advice to you.

Dealing with a complaint

Your complaint will be passed to an expert complaint handler. They will contact you within five working days, either with a full reply or an acknowledgement letter. This letter will tell you who will be dealing with your complaint and when we will contact you again.

If your complaint is more complex, we will fully investigate it and keep you informed with regular updates and let you know the full outcome of our investigations. If we've not sent you a full response within four weeks of receiving your complaint, we'll contact you to let you know how our investigations are ongoing.

If we haven't resolved your complaint eight weeks after you first told us about it, you have the right to refer your complaint to the Financial Ombudsman Service. You have six months from the date of your complaint to refer the matter to the Ombudsman.

If you're not happy with our decision or resolution

We try to resolve all complaints to your satisfaction. However, if you're unhappy after receiving our final response, please do let us know and we'll let you know the reasons for our decision. If you are still unhappy then you may wish to refer it to the Financial Services Ombudsman. You will need to do this within six months of the date of our letter.

You can contact the Financial Ombudsman Service at:

Financial Ombudsman Service
Exchange Tower
London, E14 9SR

Telephone: 0800 0234 567 (free from a landline) or 0300 1239 123 (calls to this number are charged at the same rate as 01 or 02 numbers from a mobile).

Lines are open 8am to 5pm, Monday to Friday and 9am to 1pm Saturday.

Email: complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk

Using a third party to help you

If you've employed a third party to help you with your complaint, any redress due will be paid to you. If you're thinking of using a third party to help you but haven't yet entered into an agreement, you should make sure that you're aware of the costs involved. The fees for using this kind of service will effectively reduce any amount you may be due following the outcome of the investigation of your complaint.

Further information

You can find more about our complaints process in our complaints leaflet.

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