Complaints procedure

Our complaints procedure   

We aim to ensure you’re happy with the service we provide.

If for any reason you are dissatisfied with your experience, we aim to: 

  • Put things right as best and as quickly as we can
  • Take ownership of the complaint
  • Learn from the issue, and implement any changes needed to make sure it doesn’t happen again


Your feedback is very important to us and will continuously help us to improve our service.


To make a complaint, you can use one of the following options:

By phone

Call one of our team on 0800 008 6169 and discuss the issue via telephone

By email

Contact our complaints team on [email protected] and share your experience

By post

If you would prefer to contact us by post, you can write to our Complaints Department at Pool Business Park, Pool Road, Pool in Wharfedale, Otley, LS21 1FD


What happens next?

If you have a complaint, we will make every effort to resolve this for you within three working days to your satisfaction.

If, for any reason, you’re still not happy we will follow the full complaints procedure (set out below).


Full Complaints Procedure

Any complaint that cannot be resolved within three business days to your satisfaction, whether verbal or written, will be referred to our Complaints Team at the earliest opportunity. Below is what you can expect.

1. We will acknowledge the complaint in writing to you promptly.

2. We will give you details of the Financial Ombudsman Service -

3. We may contact you to seek clarification on any points where necessary.

4. We will fully investigate your complaint.

5. We will keep you informed of our progress; you can expect our final response no later than eight weeks from the date we receive your complaint, and we will confirm the reason for any delay.

6. We may discuss with you our findings and proposed response before we issue our decision in writing.


What to expect next

Your final response will normally be sent well within the eight-week limit.

If you have not heard from us within 8 weeks or if you are not satisfied with our response, you have the option of placing the matter before the Financial Ombudsman Service.

Our team will provide full details of how to appeal to the Ombudsman and further details are available at

In case you need it, the address of the Ombudsman is:

The Financial Ombudsman Service
Exchange Tower, London E14 9SR

Telephone 0800 023 4567