Complaints Procedure
Where Trust Meets Technology.
Complaints Procedure
We're committed to resolving any concerns you may have promptly and fairly. Our transparent complaints process ensures your voice is heard and your issues are addressed professionally.
How Can We Help You Today?
Choose the option that best fits your needs. We're here to make the process as easy as possible.
Submit a Complaint
File a formal complaint about our products, services, or staff through our secure online form.
Submit ComplaintTrack Status
Already submitted a complaint? Track its progress using your reference number.
Track StatusSpeak to Us
Prefer to talk? Our dedicated complaints team is available to discuss your concerns.
Call Complaints TeamLearn About Process
Understand our step-by-step complaints procedure and what to expect at each stage.
View ProcessOur Complaint Resolution Process
Clear, transparent steps from submission to resolution. Here's what happens after you file a complaint.
Complaint Submission
You submit your complaint through our secure portal, phone, or in person. You'll receive immediate confirmation with a unique reference number for tracking.
Initial Assessment
Our complaints team reviews your submission and assigns it to a specialist based on the nature of your concern. We'll acknowledge receipt within 24 hours.
Investigation Phase
Our specialist investigates your complaint thoroughly, reviewing all relevant information and contacting you if additional details are needed.
Resolution Proposal
We present our findings and proposed resolution. This could include apologies, corrections, refunds, or other appropriate remedies based on the situation.
Final Resolution
Once you accept our proposal, we implement the agreed resolution. If you're not satisfied, we'll explain your options for escalation.
Expected Resolution Times
We aim to resolve complaints as quickly as possible. Here are our standard resolution timeframes:
Simple Complaints
Issues that can be resolved with minimal investigation, such as statement errors or minor service delays.
Standard Complaints
Most common complaints requiring some investigation, like disputed transactions or service quality issues.
Complex Complaints
Issues requiring extensive investigation, multiple departments, or legal review.
Submit Your Complaint
Please provide as much detail as possible to help us investigate and resolve your concern efficiently.
Escalation Process
If you're not satisfied with our initial response, here are your options for escalation.
Internal Review
Request a review by our Senior Complaints Team. Your case will be re-examined by an independent specialist not involved in the initial decision.
Financial Ombudsman Service
If we can't resolve your complaint within 8 weeks, or if you're dissatisfied with our final response, you can refer your complaint to the Financial Ombudsman Service.
Financial Conduct Authority
You can report concerns about our conduct to the Financial Conduct Authority. While they don't resolve individual complaints, they monitor firm behavior and can take regulatory action.
Track Your Complaint Status
Enter your complaint reference number to check the current status and view updates.
Alternative Ways to Contact Us
Choose the contact method that works best for you. We're here to listen and help.
Phone
Live Chat
In Person
Need Urgent Assistance?
For fraud-related complaints or immediate security concerns, call our 24/7 emergency line:
Available 24 hours, 7 days a week
Your Satisfaction is Our Priority
We take every complaint seriously and use your feedback to improve our services. Thank you for helping us serve you better.