We take complaints seriously — not as PR exposure, but as feedback that makes us better. This page explains how to raise a concern, what we'll do, and your right to escalate to the Financial Ombudsman.
Email, phone, post, or via your customer area. Provide as much detail as you can: dates, sums involved, names of any team members you've spoken with, and the outcome you'd like to see. There's no formal form to complete.
You will receive written acknowledgement, the name and contact details of the case handler assigned to your complaint, and an outline of next steps. The handler is independent of the original team you dealt with.
Our case handler reviews the matter end-to-end: account records, call recordings, correspondence, and the relevant policy. We aim to provide a final written response within 4 weeks of acknowledgement, and always within the FCA's 8-week regulatory deadline.
That can mean an apology, a correction to your account, financial redress, or a change to our internal processes — whichever is appropriate. We log every upheld complaint and report patterns to our board quarterly.
If you'd rather discuss something informally before raising a formal complaint, our customer team is happy to help.