Complaint Procedure

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What is the Complaint Procedure?

We take complaints very seriously. To get in touch with us, please either call us or send us an email:

+44 (0)20 3146 4263

You also have the right to complain to The Financial Ombudsman Service (“FOS”). The FOS, is a free service to consumers for the impartial resolution of complaints. You may contact the FOS at any stage of your complaint for free and impartial advice but you must have allowed us the opportunity to resolve the complaint within our Internal Complaints Procedure before they will review your complaint. Details of our Internal Complaints procedure are available on request (contact details above) and without charge.

You can contact the FOS directly by email at, by telephone on 0800 0234567, or in writing to The Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London E14 9SR.

You can also now make a complaint through the European Commission’s Online Dispute Resolution Platform (the “ODR Platform”), which can be accessed at The ODR Platform can be used for resolving your dispute. Through this platform, you can submit a complaint by filling in an electronic form.