Making a complaint

If you need to register a complaint with us, you can do so by one of the following.

Call the office on 0203 772 7101 between 9am and 6pm Monday to Friday

Write to us at Bridging Link, Brocastle, Bridgend, CF35 5AS

What happens next?

We always aim to resolve the issue quickly and fairly. In some instances, for example where a complex case is involved, it may mean that a little more time is needed to look into this thoroughly.

By the end of the third working day after receipt we will have aimed to resolve our complaint. If you have a preferred communication type, please do let us know when raising your complaint as this will aid us in helping you quickly and efficiently.

If it is not possible to resolve your complaint by the end of the third working day, we’ll send you a written acknowledgement confirming your complaint has been received, together with full details of the person who is handling it.

In cases where we are unable to resolve your complaint within 4 weeks of receipt, we will contact you and explain why we have been unable to achieve this. We will also give you an indication of when we will next be in touch.

If we are unable to resolve your complaint to your satisfaction within 8 weeks of receipt, we will contact you again and explain why. You can then, if you wish, exercise your right to take your complaint to the Financial Ombudsman Service.

What to do if you are not happy with our final decision.

We understand that from time to time, it may be that you are unhappy with our final decision relating to your complaint. In these instances you may be able to refer your complaint to the Financial Ombudsman. The Financial Ombudsman Service acts as an independent and impartial organisation which helps settle disputes between consumers and financial services businesses.

Before the Ombudsman can look into your complaint, you must have tried to resolve it with us first or it has been over 8 weeks since you initially raised your complaint. We'll send you full details about the Financial Ombudsman Service with our final decision letter. You only have 6 months from the date of our final response to refer it the Financial Ombudsman Service.

You can contact the Financial Ombudsman Service by:

Phone: 08000 234 567

Email: complaint.info@financial-ombudsman.org.uk

Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Website: financial-ombudsman.org.uk