Making a Complaint

How to make a complaint

You can notify us by telephone, face-to-face, or in writing, including email. Please address your complaint, in the first instance, to the person you have been dealing with.

How we deal with your complaint

We will always respond calmly and courteously, and offer our apologies where warranted.

1. If we cannot reply in full straight away, we will acknowledge written complaints within 5 business days and tell you the name of the person dealing with it and when it is expected to be resolved.
2. Wherever practical and in your interests, we will arrange for any employee involved in the matter giving rise to the complaint not to be directly involved in its resolution.
3. We will then aim to fully resolve the matter as soon as we practically can, keeping you informed of progress and all cases within eight weeks of the date you first raise the complaint.
4. In advising you of the outcome, we will provide an explanation of our position clearly and in plain language. All final responses are signed off at the manager or director level.
5. If we agree to pay any redress compensation, we will do so promptly.

What you can do if you are not satisfied

If you remain dissatisfied, you may be entitled to refer your complaint to the Financial Ombudsman Service (FOS). The FOS will also consider complaints from certain eligible small businesses, charities, and trusts as defined on its website under 'who we can help'.

The Financial Ombudsman Service is an informal alternative to going to court. So you shouldn't need special expertise or the help of a solicitor or other adviser. The service is free and independent.

Notice to Lloyd's Policyholders

If your insurance is provided by Underwriters at Lloyd's, following our review, and if you remain dissatisfied, you are entitled to refer the matter to the Complaints team at Lloyd's before referring the matter to the FOS. Full details of Lloyd's complaints procedures are available at lloyds.com/complaints.

Should you refer the matter to Lloyd's, this will not affect your right to refer the matter to the Financial Ombudsman Service following Lloyd's review.

More about the Financial Ombudsman Service

The FOS was set up by law to help settle individual disputes between consumers and financial firms. It is not a regulator, 'watchdog', trade body or consumer champion. Its role is to settle disputes, without taking sides.

• You must complain to us first, before the FOS can look at your case.
• Although it resolves the majority of complaints within six months, some cases can take longer, depending on how complex they are.
• You do not have to accept any decision the FOS makes. You are always free to go to court instead. But if you accept an ombudsman's decision, it is binding on both you and us.
• You need to refer your complaint within six months of the date on our final response letter.
• Other time limits may also apply if you leave it too long to complain after you know (or should have known) that there's a problem.