Email: Tel: 0208 6919 139 Fax- 0203 890 4465
REACH US ATOne Elmfield Park, Bromley, Kent, BR1 1LU
HOTLINE NUMBER0800 368 7619

Complaints Policy

Not happy with our service? Make a complaint.

We do our best to provide a quality service, but if you do have cause for complaint, we will equally do our best to deal with it to your full satisfaction.

To help us do so quickly and efficiently, please contact us with:

  • Your name and address
  • Your account number
  • Details of your complaint, including relevant references and dates


For ALL complaints please email the following address:   We can only acknowledge and answer complaints that are emailed to this address.   Your complaint can ONLY be answered or replied to by using    If you email, phone or write to any other address your complaint will unfortunately not be registered and will not be answered so please use the correct email address.

What you can expect from us

Our aim is to ensure you feel we have handled your complaint fairly and that you are fully satisfied with the outcome. If we cannot resolve your complaint immediately, we will send you a prompt acknowledgement confirming receipt of your complaint, we will undertake a full investigation addressing all the points you raise and will do our best to reply to you with our written response by post within 30 business days. If we need more time to look into your complaint, we will: – tell you who is personally dealing with it – keep you updated on our progress – provide you with a written explanation of the reasons for the delay and tell you when we will respond in full.

If you’re not happy with the decision we’ve taken on your complaint and wish to take it further, you can ask the Financial Ombudsman Service to check if your complaint falls under their jurisdiction. This is a free, independent service for resolving disputes between customers and financial services institutions. You’ll need to contact them within 6 months of the date of our final response letter, and they’ll ask to see the letter as summary of our investigation of your complaint.

Phone: 08000 234 567 or 0300 123 9 123
Post: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR